Job Description
OneContact is focused on building Remote Teams across Europe (Customer Support and Technical) that are integrated into clients' People, Processes, and Products. Our clients are major software development companies who have entrusted us with the task of hiring customer support and technical resources which includes senior DevOps, AWS and Azure Consultants, Python Developers, Database Specialists, and many more. We are growing and Hiring!!! for Remote positions so visit us at onecontact.com.mk
Serve a portfolio of identified customers as a dedicated representative for their services
Demonstrate understanding of client’s short-, medium-, and long-term mobility priorities through ongoing touch points
Add value to the customer lifecycle by achieving agreed to, measurable success outcomes; identify risks, opportunities, and how to maximize value realization
Proactively engage with customers to identify ongoing product and system needs, including conducting Quarterly Business Reviews both onsite and virtually
Serve as a customer advocate internally and support assigned customer base to generate high levels of customer satisfaction and success; foster trusted advisor relationships with key customer stakeholders
Demonstrate knowledge of company’s products and services and articulate benefits of our solutions to enable customer success
Identify strategic value-added expansion opportunities based on the client’s industry and operational needs
Capture and document customer data and health status to support effective decision making
Responsible for owning the customer renewal process; identify and assess renewal risks within the customer base and build and execute on get-well plans to ensure renewal and prevent service disruptions
Identify churn risks within portfolio and mitigate these risks to keep clients happy and growing.
Deliver best practices to customers to help deliver maximum value of our products with both current offerings and identifying future needs
Participate in the sales cycle and client onboarding to gather requirements, formulate delivery approach, and to help develop post-sale engagement plans
Establish, develop, and maintain positive customer relationships through email, chat, phone, video engagement, and in person client visits.
Create customer adoption benchmarks and forecasts based on defined business use cases
Help our customers understand and communicate the business value of our software solution to their organizations
Develop and deepen the account relationships with key stakeholders
Other duties as assigned
Working Hours
Standard 8 hour shift falls between 5 AM - 5 PM EST (US/Canada)
What We Can Offer
An Attractive Salary Package + Benefits
100% Remote Work - Work From Anywhere
Working with an International Team
Paid Education & Training
Opportunity To Learn & Develop New Skills
Apply Today & Join Our International Team Of IT Professionals!
- BA, BS degree in relevant field or equivalent work experience required
- 3+ years’ experience in Client Success, Professional Services, or other customer relationship management with increasing responsibility
- 2+ years’ experience in the software industry, ideally in a SaaS based businessDemonstrated knowledge of the customer journey and sales lifecycle
- Excellent written and verbal communication skills
You Bring these Customer Experience/Skills to the position
- Thrive on being the voice of the customer and navigating internal processes to provide a great customer experience
- Have an innate curiosity to learn and apply technology to solve real world business problems for our customers
- Are pretty tech savvy and adopt to new technologies quickly
- A strong customer service orientation and the ability to form long-term customer relationships
- Experience with account management building and demonstrating business value
- Experience with Salesforce Service Cloud or applicable CRM experience
- Ability to decipher and summarize relevant details for internal documentation
- Proactive problem solving and risk identification, including the ability to work autonomously on your book of customers when needed.
- Experience building strategic plans for customer product adoption
- Strong conceptual aptitude and ability to learn quickly
- Self-starter with excellent organizational skills and motivated to achieve results
- Good analytical and problem-solving skills
- Passion or interest in public transit and transit equity is a bonus
- Ability to work independently and manage multiple priorities in a fast-paced environment
Job Requirements
BA, BS degree in relevant field or equivalent work experience required
3+ years’ experience in Client Success, Professional Services, or other customer relationship management with increasing responsibility
2+ years’ experience in the software industry, ideally in a SaaS based businessDemonstrated knowledge of the customer journey and sales lifecycle
Excellent written and verbal communication skills
You Bring these Customer Experience/Skills to the position
Thrive on being the voice of the customer and navigating internal processes to provide a great customer experience
Have an innate curiosity to learn and apply technology to solve real world business problems for our customers
Are pretty tech savvy and adopt to new technologies quickly
A strong customer service orientation and the ability to form long-term customer relationships
Experience with account management building and demonstrating business value
Experience with Salesforce Service Cloud or applicable CRM experience
Ability to decipher and summarize relevant details for internal documentation
Proactive problem solving and risk identification, including the ability to work autonomously on your book of customers when needed.
Experience building strategic plans for customer product adoption
Strong conceptual aptitude and ability to learn quickly
Self-starter with excellent organizational skills and motivated to achieve results
Good analytical and problem-solving skills
Passion or interest in public transit and transit equity is a bonus
Ability to work independently and manage multiple priorities in a fast-paced environment
https://onecontact.com.mk/job/detail/remote-customer-success-manager
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