Customer Success Specialist

Job Description

The RoleOur client is a leading technology orgsanisation, with a strong presence across the UK and European markets, who are currently looking to strengthen their account management team with the appointment of a talented Customer Success Specialist.This is a true Customer Success role requiring a consultative, professional approach where the job holder will proactively manage the relationship between the customer and our client. This will be achieved through the development of account contact plans tailoredto the individual customer to build a trusted relationship between our client and their customers. The role will be carried out in-house predominantly over the telephone with proactive outbound activity and management of inbound queries. There is scope forthis to expand out into the field with face-to-face customer meetings as and when required.Day to day activity will involve making contact with existing customers to embed platforms and services with the customers organisation. The individual will take ownership of engaging the key decision makers and influencers in organisations and set up callswith these individuals. This will involve a multi- approach covering telephone, video calls, email, social media and webex as well as attending events and networking.The role requires the job holder to understand needs and requirements of the customer and identify the opportunities and present solutions and services to generate leads for the sales teams. The Customer Success Specialist will also be required to meet onlineand/or by tele-conference to deliver product demonstrations and presentations to individual customers.The job holder must provide a first-class customer experience, be regarded as a brand ambassador and have good product knowledge ensuring our client maintains its reputation for providing quality products and that each customer receives the highest standardsof service.The Person: A results driven individual with a proven track record of developing trusted relationships with customers. Experience of embedding product usage in an organisation and be able to show the customer the return on investment that adoption of the client platforms will bring. Demonstrable experience in a lead generation role where you can see potential for the customer to grow and be able to articulate the mutual benefits it will bring. A strong customer focussed approach with a positive, can-do attitude. The ability to fully understand the customer need, interpret their requirement and effectively relate to the client service portfolio. The ability and experience of building and developing long term sustainable relationships with customers Negotiation skills with the ability to influence, with an ability to overcome objections. Experience of demonstrating and presenting to key stakeholders. Effective time management, a proactive attitude, high performing and self-motivated with a working knowledge customer management and journeys. Resilient and agile who applies a mature, balanced approach to their work. Demonstrate adaptability and flexibility to do what it takes to get the job done. Experience of demonstrating or selling/supporting software platforms would be preferable, and/or the ability to understand technical information and relay it to the customer in a clear and concise way. Experience of supportive team working, well-developed planning and organisational skills, excellent communication and presentation skills including to groups online. Proficient IT skills - especially Microsoft Office and CRM systems.

Keyskills :
Account ManagerCustomer SatisfactionSoftware SolutionsSaaS