Customer Success Specialist - EMEA

JOB_REQUIREMENTS

Hires in

Not specified

Employment Type

Not specified

Company Location

Not specified

Salary

Not specified

CSS

Experience: 3 - 5yrs

Shift Timing: 12noon - 9PM

Objectives of this Role

Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.
To better customer adoption by meeting upsell/cross-sell targets.
Establish a trusted and strategic advisor relationship to help drive continued value of our products and services.
Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team.
Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings.
Maintain existing customer success metrics and data as directed.

Daily and Monthly Responsibilities

Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.
Review the customer journey, identifying how its supported, taking a consultative approach in helping clients overcome issues and achieve goals.
Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time.
Collaborate, problem-solve, and/or strategize upcoming client meetings with team members.
Prepare necessary documentation or visuals for the client to demonstrate performance of campaigns.
Work with the sales and marketing team to drill customer references and develop case studies, testimonials, and other required marketing materials.

Required Skills and Qualifications

3-5 years of experience in communications, marketing, sales, account management, or customer success.
Strong verbal and written communication, strategic planning, and project management skills.
Analytical and process-oriented mindset.
Comfortable working across multiple departments in a deadline-driven environment.
Active team player, self-starter, and multi-tasker who can quickly adjust priorities.

Preferred Qualifications