Client Success Specialist II

Job Description

Manages customer success process for a defined territory Should retain customers and grow contracts by Upselling doing multi-year renewals (more than 1 year) Ensure timely support renewals for small to medium-sized customers in assigned territory Organize Customer Onboarding and Customer Success Programs Provides management with performance feedback First-line management contact for customer escalations Serves as a resource to other organizations for process and policy questions Troubleshoots problems and escalates as necessary Assists in key indicator reporting and trend analysis Educates customers on e-business practices and any associated contractual implications Ensures customer awareness and understanding of the applicable elements of the Support portfolio Responsible for meeting productivity requirements on outbound calls for renewals Manages exceptions for customers with issues that may delay or inhibit renewals Desired Profile: Excellent communication and negotiation skills with a right customer service attitude. Takes initiative; and uses all available resources Should be open for 24x7 environment Strong analytical skills and should have good knowledge of excel Excellent research and problem-solving skills with an analytical bent of mind Effectively manages time and priorities to meet service levels Self-motivated; focused and driven to achieve goals Exercises judgment, initiative and discretion when providing solutions to customers Able to apply knowledge and make decisions with minimal direction from management Projects a positive, professional image Demonstrated ability to meet deadlines Demonstrated ability to suggest and implement continual improvements Demonstrated ability to work in collaboration with others to achieve goals Career Level - IC2