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Our client is seeking a Customer Success Specialist, Initial 12 Month contract and the position will be hybrid with weekly visits to site in Reading required.Essential job functions:
- Deal with incoming customer inquiries related to contractual, product and other matters as well as escalations.
- Initiate outbound interaction with the customers to address existing outstanding issues, renewals and churn risks or potential growth opportunities.
- Assist customers and local teams with billing queries and related activities.
- Assist customers and local teams with contractual amendments and related activities.
- Forecast, execute and meet key performance metrics including but not limited to customer retention rate, customer satisfaction, net recurring revenue growth, time to resolution.
Skills and requirements:An ideal candidate should have knowledge and/or experience in Customer Success of the IOT/Telematics.
- An experience and/or excellent understanding of Customer Success and/or Account/Relationship Management - ideally with historical records of retention and growth of customer base
- An experience and/or excellent understanding of dealing with billing and contractual matters in B2B environment
- General understanding about IOT products and solutions
- SaaS experience is a must
- Fluent written and verbal communication in English and Dutch
- Previous experience working with SAP, Salesforce and Gainsight are an advantage
Michael Bailey International is acting as an Employment Business in relation to this vacancy.
