Customer Success Specialist - EMEA

Experience : 3 - 5yrsShift Timing : 12noon - 9PMObjectives of this RoleOwn overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfactionTo better customer adoption by meeting up upsell/cross sell targetsEstablish a trusted and strategic advisor relationship to help drive continued value of our products and servicesMaintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative teamCommunicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learningsMaintain existing customer success metrics and data as directedDaily and Monthly ResponsibilitiesServe as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting themReview the customer journey, identifying how it's supported, taking a consultative approach in helping clients overcome issues and achieve goalsFacilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on timeCollaborate, problem solve, and/or strategize upcoming client meetings with team membersPrepare necessary documentation or visuals for client to demonstrate performance of campaignsWork with the sales and marketing team to drill customer references and develop case studies, testimonials and other required marketing materials

Required Skills And Qualifications

3-5 years of experience in communications, marketing, sales, account management, or customer successStrong verbal and written communication, strategic planning, and project management skillsAnalytical and process-oriented mindsetComfortable working across multiple departments in a deadline-driven environmentActive team player, self-starter, and multi tasker who can quickly adjust priorities

Preferred Qualifications

Bachelor's degreeKnowledge of Zoho will be a plus point