Senior Customer Success Specialist

Customer Service Operations Professional

Conducts routine tasks and deliverables in the field of Customer Service Operations. Performs, under general supervision, strong customer and employee experience strategy perspectives and insights, ensuring proposed solutions drive optimal client value and measurable growth. Reports on customer service progress against key initiatives, and ensures the customer service team is consistently focused on identifying and meeting customer's specific needs and expectations. Supports the development and implementation of key performance indicators to progress leading-edge standards for the Customer Service Operations department, under general supervision. Produces routine reports to continually analyze and measure departmental status against customer expectations and milestones. Assists with customer-specific communication initiatives to promote a positive customer service experience, ensuring proposed solutions drive client value, consistency, and growth. Updates managers on key matters pertaining to the customer service department to keep management consistently in the loop. Contributes to pitches, proposals, and status reports to keep customers (internal and external) advised of the company's positive deliverables towards key milestones and deadlines. Provides constructive feedback to junior Customer Service Operations team members to progress team knowledge, experience, and skills. Advances other colleagues through consultation, mentoring, and collaborative leadership to build depth of capability, and provides functional (matrix) supervision. Coaches more junior colleagues in techniques, processes and responsibilities. Understands and applies Johnson & Johnson's Credo and Leadership Imperatives in day-to-day interactions with team.