About the job
Job Summary:
As a Customer Success Loyalty Support Specialist, you will be pivotal in fostering enduring customer relationships and amplifying brand loyalty for Revance Therapeutics. This position combines personalized service with proactive engagement to guarantee that our customers receive extraordinary support throughout their journey. You will oversee consumer loyalty and rewards programs, tackle intricate issues, and serve as a representative for both the customer and the Revance brand. Your contributions will have a direct impact on customer retention, satisfaction, and lifetime value.
Reporting to: Customer Success Loyalty Support Supervisor
Location: Remote options available, with hybrid work in Nashville, TN.
Responsibilities/Essential Duties:
- Customer Retention & Relationship Building
- Engage proactively with customers via outbound and inbound calls, emails, and live chat to cultivate long-lasting relationships.
- Collect customer feedback to uncover trends and opportunities to minimize churn.
- Loyalty Program Management
- Develop, promote, and manage Revance rewards and loyalty initiatives.
- Educate customers and providers on program advantages, points systems, and best practices.
- Proactive Support & Outreach
- Initiate outreach to provide solutions, product knowledge, and tailored recommendations.
- Monitor account activity and customer sentiment to preemptively address potential issues.
- Complex Issue Resolution
- Act as a primary support contact for complex, escalated, or sensitive customer scenarios across various channels (phone, email, social media).
- Collaborate with Sales, Operations, IT, and Quality teams to efficiently resolve cross-functional customer concerns.
- Account Management
- Assist in consumer account setup with professionalism and accuracy.
- Ensure every customer interaction is handled seamlessly from start to finish.
- Review & Reputation Management
- Monitor customer reviews and social sentiment, taking action to convert negative experiences into positive ones.

