Multilingual Scale Customer Success Specialist
6 meses atrás
**When you join Verizon**:
Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect around the world. We’re a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together—lifting up our communities and striving to make an impact to move the world forward. If you’re fueled by purpose, and powered by persistence, explore a career with us. Here, you’ll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.
**What you’ll be doing...**:
Scale Customer Success Specialist is a full-time individual contributor role within our Global Customer Success organization. The Customer Success team is obsessed with guiding customers towards achieving their business objectives through value added interactions, expectation management and partnership with internal teams. As a Scale Customer Success Specialist you will contribute to growing the book of business by effectively utilizing resources and tools as well as supporting internal teams. Key activities include but are not limited to maintaining a healthy book of business through digital, automated and transactional interactions, identifying and managing churn risks, discovering growth and expansion sales opportunities, supporting internal teams with back office tasks and activities.
Essential job functions:
- Understand the key business objectives customers are looking to achieve with our product and what success means to them. Drive forward the success plans guiding customers towards achieving their goals.
- Actively monitor the performance of automated & digital customer journey tools through customer health dashboards to identify churn risks and look for exceptions that requires a manual interaction.
- Actively look for growth, referral, and expansion sales opportunities.
- Deal with incoming customer inquiries related to contractual, product and other matters as well as escalations.
- Initiate manual interaction with the customers to address existing outstanding issues, 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 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.
**What we’re looking for...**:
**You’ll need to have**:
- 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;
- An experience and/or excellent understanding of dealing with billing and contractual matters in B2B environment;
- Fluent written and verbal communication in **English and French or Dutch;**
- Excellent communication, listening and analytical skills;
- Excellent time management, organizational and prioritization skills.
**Even better if you have one or more of the following**:
- 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;
- Previous experience working with SAP, Salesforce and Gainsight are an advantage;
- Willingness to develop while identifying opportunities over self-reflection.
**Where you’ll be working**: In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.
**Scheduled Weekly Hours**: 40
**Diversity and Inclusion**:
We’re proud to be an equal opportunity employer. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.
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