Customer Success Specialist

Описание

Horizons Bulgaria is a leading HR practice specializing in expert and management recruitment, with 20 years of experience in the Bulgarian market. Our team comprises business-oriented consultants with industry-specific expertise, a deep understanding of business trends, and an innovative, active approach to recruitment through diverse methodologies.

For one of our trusted partners, a company innovator of brand compliance, rights management and royalty billing software, we are searching for an experienced Customer Success Specialist.

Key Responsibilities:

- Ensure Successful Onboarding and Implementation: Make sure new customers properly go through the onboarding process on company’s SaaS products;
- Product Adoption: Encouraging customers to fully utilize product features;
- Customer Relationship Management: Foster strong relationships with customers by being attentive, responsive, and empathetic;
- Proactive Communication: Regularly check in with customers to assess satisfaction, address concerns, and communicate updates or best practices;
- Problem Resolution: Act as a point of contact for customers experiencing issues, collaborating with internal teams to resolve challenges promptly;
- Customer Advocacy: Identify satisfied customers and encourage them to become advocates, participating in testimonials, case studies, or referrals;
- Renewal Risk Mitigation: Monitor subscription renewals, working to ensure customer renewals by addressing factors that might impact decisions;
- Customer Feedback: Gather customer feedback to identify areas for improvement and share insights with relevant teams;
- Metrics and Reporting: Track key performance indicators (KPIs) related to customer success, providing regular reports to management;
- Cross-Functional Collaboration: Collaborate with sales, marketing, product development, and support teams to ensure a seamless customer experience, sharing insights with relevant stakeholders;
- Identify Upsells and Expansion opportunities: Identify opportunities for upselling or expanding product usage within existing accounts, collaborating with the sales and services teams;
- Customer Retention: Develop strategies to enhance customer retention, proactively addressing reasons behind churn;

Skills & Qualifications:

- Education: Bachelor’s degree in Business, Marketing, Communications, or a related field preferred;
- Ability to clearly convey information and engage with customers effectively;
- Strong skills in identifying issues and implementing solutions;
- Proven experience in customer service roles, preferably in a SaaS or tech environment;
- Familiarity with CRM software and customer support tools;
- Ability to understand and relate to customers’ concerns and handle difficult situations calmly;
- Strong organizational skills to manage multiple tasks and priorities effectively;
- Team Collaboration: Ability to work well within a team and collaborate with other departments;
- Capability to analyze customer data and feedback to improve service quality;
- Flexibility to adjust to changing processes and customer needs;
- High level of accuracy and thoroughness in managing customer interactions;
- Passion for helping customers and enhancing their overall experience with the company;
- Ability to oversee and manage customer projects from initiation to completion;
- Skills to effectively address and resolve customer complaints and issues;
- In-depth understanding of the company’s products or services to provide knowledgeable support and guidance;
If you are interested in this position, please send us your CV.

Horizons owns license No 2118 from 27.09.2016.

Изисквания към кандидата

Езикови познания:
Английски език, Немски език

Трудов опит:
Без професионален опит

Образование:

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:
Трудов безсрочен

Ниво в йерархията:
Студенти/Стажанти, Административен персонал,

Категория:

Контакт център (call centers)

Държава:

България

Населено място:

Гр. София

Адрес:

гр. София, бул. Христо Смирненски 7, п.к. 1164

Дата:

20.12.2024

Организация:

Horizons Bulgaria
Агенция за подбор на персонал

Детайли за организацията:

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