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Authority Brands · 3 days ago

Customer Success

Atlanta, GA, USA

Full-time

Onsite

Mid Level

Authority Brands Inc. is a member organization providing national buying power to independent contractors in the home services industry. The Customer Success Specialist will ensure customer satisfaction and retention by building relationships with franchise owners and leveraging data analysis to enhance their experience with the products or services offered.

FranchiseHome and GardenHome ServicesJanitorial Service

No H1B

Responsibilities

Guide new franchise owners through the onboarding process, ensuring a smooth and positive experience and educate Franchise owners on product features and functionalities

Develop and maintain strong, long-lasting relationships with Homewatch CareGivers network.Regularly check in with Franchise owners and their teams to assess satisfaction and identify areas for improvement. Use data insights to tailor communication and strengthen franchise owners’ engagement

Stay informed about product updates and changes to effectively communicate these to HWCG network. Provide training and resources to help HWCG network make the most of the products or service

Act as the first point of contact for Care+ inquiries and issues. Work closely with internal teams to address and resolve concerns promptly

Advocate for the franchise owners representing their needs and feedback. Gather and communicate the feedback to inform product development and improvement. Analyze network data to identify trends and proactively address potential issues

Provide regular updates to HWCG network on relevant information, such as new features, updates, and best practices. Communicate effectively with both technical and non-technical stakeholders

Maintain accurate records of franchise owners’ interactions and issues. Document best practices and create resources for Fos and internal teams

Analyze data, usage patterns, and satisfaction metrics to assess operation health and potential risks. Prepare and present reports on key performance indicators (KPIs) such as retention rates, churn, and product usage. Use data insights to recommend actionable improvements in customer experience and satisfaction