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Customer Success Specialist

Job Type : Direct
Reference Code : TAM
Hours : Full Time
Travel : No
Relocation : No
Industry : Internet - ECommerce

Job Description :


The role will partner with Sales on account and territory planning and provide customer health leadership, handle escalations on at-risk customers,  Customer Success Initiatives and be a resource on how best to leverage Customer Success Resources.


 


Minimum Qualifications



  • 1 -2 years previous customer success, sales, and/or renewals experience in quota bearing environment

  • Experience interacting with clients of all levels, in a variety of industries and across a broad geographical area

  • Ability to forge strong customer relationships and insights over the phone

  • Ability to prioritize, multi-task and perform effectively under pressure

  • Collaborative and consultative work style, ability to thrive in a high velocity, highly dynamic work environment

  • Ability to link business processes with product/technical solutions

  • Deep understanding of customer success principles, approaches and considerations

  • Experience with complex, escalated customer situations, ability to navigate large organizations and gain executive level buy-in

  • Knowledge of sales organizations and approaches

  • Strong phone skills required

  • Strong verbal and written skills required

  • Experience in the software or saas sales or renewals environment

  • Program or Project Management skills are an asset

  • Successful candidates will possess the following:

  • Curiosity – someone who wants to learn and is naturally curious

  • Elevated level of integrity

  • Self-motivated and driven to high performance

  • Strong problem-solving abilities

  • Emotional intelligence exhibited via phone-ability to establish oneself as a trusted advisor for the customer


Required Qualifications :

Responsibilities



  • Ensure that customers derive maximum value from their investment in our Solutions, utilize all their licenses, identify new opportunities, ensure renewal and collaborate with other teams to ensure growth attainment

  • Monitor customer usage data, health indicators, renewal dates and growth opportunities and translate into strategies for success

  • Manage and collaborate interdepartmentally to resolve at-risk Customer escalations

  • Responsibilities may include providing or scheduling activation and/or product training, conducting customer health checks, identifying opportunities to expand relationships, up-selling/cross-selling new products and requires an elevated level of influence over the customer lifecycle through renewal

  • Contribute thought leadership and best practice, both internally and externally, around business transformation and end user adoption

  • Conduct outbound customer calls with a required minimum number of calls daily

  • Use Salesforce.com to document all customer opportunities and customer activity

  • Maintain Salesforce.com opportunities using probability definitions embedded to categorize opportunities accordingly to accurately forecast against plans and targets weekly

  • Build strong relationships for business planning with extended team

  • Respond to partner and customer inquiries in a professional and prompt manner

  • Build strong customer relationships for repeat business

  • **The above declarations are not intended to be an “all-inclusive” list of duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job and be a reasonable representation of its activities


 


Preferred Qualifications



  • Background needs to be in customer facing roles including account management, customer support, product management and sales;

  • Strong empathy for customers AND passion for revenue and growth

  • Excellent interpersonal skills will be needed in order to build the strong relationships, particularly with field organizations and business partners, which will be critical to success

  • Relevant Bachelor’s degree preferred, but not required

  • Experience in managing issues, scope, and quality while bringing areas of responsibility and tasks to completion under strict deadlines

  • Highly proficient computer skills including internet, SFDC, email, MS Word, Excel, PowerPoint

  • Highly skilled at multi-tasking with the ability to quickly adapt and learn

  • Ability to think outside the box as needed with an instinct for innovation

  • Ability to build collaborative relationships within sales as well as sales support to facilitate better customer experience





Job Type: 


Full-time


Salary: $55,000 to $65,000 / year





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