Client Success Specialist III

Manages customer success process for a defined territoryShould 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 territoryOrganize Customer Onboarding and Customer Success ProgramsProvides management with performance feedbackFirst-line management contact for customer escalationsServes as a resource to other organizations for process and policy questionsTroubleshoots problems and escalates as necessaryAssists in key indicator reporting and trend analysisEducates customers on e-business practices and any associated contractual implicationsEnsures customer awareness and understanding of the applicable elements of the Support portfolioResponsible for meeting productivity requirements on outbound calls for renewalsManages exceptions for customers with issues that may delay or inhibit renewals

Responsibilities

Desired Profile:

Excellent communication in Spanish Language (mandatory)Good negotiation skills with a right customer service attitude.Takes initiative; and uses all available resourcesShould be open for 24x7 environmentStrong analytical skills and should have good knowledge of excelExcellent research and problem-solving skills with an analytical bent of mindEffectively manages time and priorities to meet service levelsSelf-motivated; focused and driven to achieve goalsExercises judgment, initiative and discretion when providing solutions to customersAble to apply knowledge and make decisions with minimal direction from managementProjects a positive, professional imageDemonstrated ability to meet deadlinesDemonstrated ability to suggest and implement continual improvementsDemonstrated ability to work in collaboration with others to achieve goalsCareer Level - IC3

Qualifications

Career Level - IC3

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