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Customer Success Specialist
Rate - up to £29 p/h
Location - Reading
Duration - 12 months initially
Sanderson are working with a leading communications company in order to obtain an experience Customer Success Specialist to join their team.
Role:
- 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.
- Actively look for growth, referral, and expansion sales opportunities.
- Actively cooperate with related stakeholders and teams across the globe.
- Forecast, execute and meet key performance metrics including but not limited to customer retention rate, customer satisfaction, net recurring revenue growth, time to resolution.
- Actively perform value added customer conversations throughout the life of their contract with the ultimate goal of customer retention and growth.
- Proactively manage renewals pipeline identifying and addressing potential risks.
Required Skills/Experience
- 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 (mandatory);
- An experience and/or excellent understanding of dealing with billing and contractual matters in B2B environment (mandatory);
- Fluent written and verbal communication in English and Dutch are required (mandatory);
- Previous experience working with SAP, Salesforce and Gainsight are an advantage (not mandatory);
- Excellent time management, organisational and prioritisation skills (mandatory);
- General understanding about IOT products and solutions.
- Structured "can-do" approach to open matters and tasks in a demanding environment.
- Methodical and conscientious documentation skills.
- SaaS experience is a must
