Customer Success Specialist - EMEA

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Experience:

Shift Timing:

Objectives of this Role

• Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.
• To better customer adoption by meeting upsell/cross-sell targets.
• Establish a trusted and strategic advisor relationship to help drive continued value of our products and services.
• Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team.
• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings.
• Maintain existing customer success metrics and data as directed.
  

Daily and Monthly Responsibilities

• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.
• Review the customer journey, identifying how its supported, taking a consultative approach in helping clients overcome issues and achieve goals.
• Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time.
• Collaborate, problem-solve, and/or strategize upcoming client meetings with team members.
• Prepare necessary documentation or visuals for the client to demonstrate performance of campaigns.
• Work 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 success.
• Strong verbal and written communication, strategic planning, and project management skills.
• Analytical and process-oriented mindset.
• Comfortable working across multiple departments in a deadline-driven environment.
• Active team player, self-starter, and multi-tasker who can quickly adjust priorities.
  

Preferred Qualifications

• Bachelors degree.
• Knowledge of Zoho will be a plus point.
  

Locations: