Scale Customer Success Specialist
2 semanas atrás
***When you join Verizon**
Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward - and you can too. Dream it. Build it. Do it here.
*** 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 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 backoffice tasks and activities.
- Understanding 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.
- Monitoring 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.
- Looking for growth, referral, and expansion sales opportunities.
- Dealing with incoming customer inquiries related to contractual, product and other matters as well as escalations.
- Initiating manual interaction with the customers to address existing outstanding issues, churn risks or potential growth opportunities.
- Assisting customers and local teams with billing quires and related activities.
- Assisting customers and local teams with contractual amendments and related activities.
- Cooperating with related stakeholders and teams across the globe.
- Forecasting, executing and meeting 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 have with a clear understanding of what drives customer retention and growth, as well as a strong willingness to develop further.
You’ll need to have:
- Bachelor’s degree or relevant experience.
- Multilingual fluency in Dutch, French, German and English.
Even better if you have one or more of the following:
- Strong written and verbal communication in English and Dutch/French/German.
- Communicative verbal and written skills of another European language.
- Experience in Customer Success of the IOT/Telematics/SaaS industry.
- Strong listening and analytical skills.
- Knowledge of Customer Success and/or Account Management ideally with historical records of retention and growth of customer base.
- Good time management, organizational and prioritization skills.
- Ability to have a structured “can-do” approach to open matters and tasks in a demanding environment.
- Good methodical and conscientious documentation skills.
- Ability to develop while identifying opportunities over self-reflection.
- Experience in working with SAP, Salesforce and Gainsight.
- Knowledge of about IOT products and solutions.
*** Diversity & 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.
**COVID-19 Vaccination Requirement**
Please note, in countries where there is a COVID-19 related government order or rule, Verizon is required to ensure that all employees accessing our workplace comply with these mandatory requirements. If you work in one of these locations, you will be required to provide us with your vaccination status prior to joining. If this, or any other COVID related requirement applies in your location, we will notify you about this before you start work.
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