Customer Success Specialist (BB-DE2EA)
Found in: Talent IN
Description:Customer Success Specialist (CSS) will support the post- sales customer lifecycle as it relates to customer adoption, on- going support, program optimization and expansion. The CSS must have a strong understanding of our Customers business objectives and the ability to identify and articulate how our solution supports achievement of the Customers strategic business goals. Responsibilities Onboarding Work with the Sales Team to facilitate a seamless Customer on- boarding process, ensuring a smooth go live and introduction for the Customer from the outset. Work with customers to design their Customer Experience programs aligned with the product capability whilst ensuring our Customers business objectives and strategy, so that the program provides continued value to the Customer and drive long- term account satisfaction and growth Account Escalations Support or response to any alerts, red flags or issues. It can also be directly from a customer reaching out for some issue or any critical or overdue customer support ticket. Customer Renewals Proactively identifying and prioritizing resources and effort according to perceived risk, potential growth, strategic value and renewal timeframe. Closely monitor adoption rates of assigned Accounts; providing insight to Customers. Feed this back to the Sales and Marketing Teams. Work collaboratively with the Marketing team to build Customer testimonials and referrals. Identify potential issues within the Accounts and work with the wider business to take timely and effective action to resolve them Periodic health checks with Periodic Calls Calculating periodic health of key accounts through continuous monitoring to avoid any last- minute surprises. Contribute to the development of company goals, growth and profitability targets by being an active member. Requirements Ability to understand customer requirements, develop and guide their thinking to identify financial measures of success. Data- driven with a commitment to process; drive / track consistent engagement process. Ability to work in a fast- paced, entrepreneurial, results- oriented culture. Excellent interpersonal skills. Creative thinker with the ability to troubleshoot issues quickly and effectively. Excellent written and verbal communication skills. Strong presentation skills. Extremely well- organized and analytical with an ability to work well under pressure. Strong team player as well as a proactive individual contributor. Ability to grasp basic technical concepts. Should be comfortable working with a US /UK shift as per business requirement.
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