Customer Success Specialist

Rate - up to £29 p/h

Location - Reading

Duration - 12 months initially

Sanderson are working with a leading communications company in order to obtain an experience Customer Success Specialist to join their team.

Role:

• Deal with incoming customer inquiries related to contractual, product and other matters as well as escalations.
• Initiate outbound interaction with the customers to address existing outstanding issues, renewals and 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 look for growth, referral, and expansion sales opportunities.
• 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.
• Actively perform value added customer conversations throughout the life of their contract with the ultimate goal of customer retention and growth.
• Proactively manage renewals pipeline identifying and addressing potential risks.

Required Skills/Experience

• 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 (mandatory);
• An experience and/or excellent understanding of dealing with billing and contractual matters in B2B environment (mandatory);
• Fluent written and verbal communication in English and Dutch are required (mandatory);
• Previous experience working with SAP, Salesforce and Gainsight are an advantage (not mandatory);
• Excellent time management, organisational and prioritisation skills (mandatory);
• 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.
• SaaS experience is a must