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Scale Customer Success Specialist
Job description
Be part of something exceptional. You're good at what you do, so it makes sense you want to work for a company that helps you realize your full potential. As part of Verizon Connect, your talents will impact thousands of customers around the world. You'll be making a real difference in the everyday lives of people everywhere. In Verizon Connect we combine the fun and excitement of a start-up environment with the resources, operational excellence, and brand recognition of an established tech giant.
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 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.
Essential job functions:
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 customer health dashboards to identify churn risks and look for exceptions that require a manual interaction.
Actively look for growth, referral, and expansion sales opportunities.
Deal with incoming customer inquiries related to contractual, product and other matters as well as escalations.
Initiate manual interaction with the customers to address existing outstanding issues, 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 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.
What we're looking for
An ideal candidate should have knowledge and/or experience in Customer Success of the IOT/Telematics/SaaS industry with a clear understanding of what drives customer retention and growth, as well as strong willingness to develop further.
We are looking for a professional with strong developed skills listed below:
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 Italian and English are required (mandatory) ;
Communicative verbal and written skills of another European language are an advantage (not mandatory) ;
Excellent communication, listening and analytical skills (mandatory) ;
Previous experience working with SAP, Salesforce and Gainsight are an advantage (not mandatory) ;
Excellent time management, organizational and prioritization 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;
Willingness to develop while identifying opportunities over self-reflection.
What we're offering
Full-time employment agreement in a stable and growing international company with a winning team spirit and high customer satisfaction level.
Attractive pay with incentives as well as additional benefits.
Personal development opportunities – recurring training, workshops and online webinars as well as special study programs.
Growth opportunities – the company size and wide geography offers no limits in advancing careers and fulfilling personal goals.
International and modern working environment – company provides best in class facilities and up to date working tools.
Work that matters – the work we do every day impacts the overall success of many businesses and helps to make the world more environmentally friendly.
Where you'll be working In this hybrid role, you'll have a defined work location that includes work from home and a minimum eight assigned office days per month that will be set by your manager. Scheduled Weekly Hours 40 Diversity and 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.
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