Customer Success Specialist (French, Portuguese, Italian, German, English)

The role of Customer Success Specialist is an individual contributor position within our Success team. 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 Customer Success Specialist, you will contribute to growing the Investment book of business by effectively utilising 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.

Tasks :

• 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
• Conduct proactive outreach campaigns
• Deal with incoming customer inquiries related to administration, product and other matters
• Initiate manual interaction with the customers to address existing outstanding issues,
• Assist customers and local teams with billing queries and related activities.
• Assist customers and local teams with administration and related CS activities
• Actively cooperate with related stakeholders and teams across the globe.
• Provide prompt, reliable, and accurate information to customers while maintaining effective communications by adjusting to the pace and technical level of the customer
• Help customers with information about the products, services and solutions, using relevant call handling protocols outlined in the procedures
• Assist customers or escalate service-related issues to the appropriate department in accordance with the client’s processes and procedures
• Ensure compliance to customer Data Privacy and Security Policy

Requirements

Benefits