Our client is seeking a Customer Success Specialist,
Initial 12 Month contract and the position will be hybrid with weekly visits to site in Reading required.
Essential job functions:
1. Deal with incoming customer inquiries related to contractual, product and other matters as well as escalations.
2. Initiate outbound interaction with the customers to address existing outstanding issues, renewals and churn risks or potential growth opportunities.
3. Assist customers and local teams with billing queries and related activities.
4. Assist customers and local teams with contractual amendments and related activities.
5. Forecast, execute and meet key performance metrics including but not limited to customer retention rate, customer satisfaction, net recurring revenue growth, time to resolution.
Skills and requirements:
1. An ideal candidate should have knowledge and/or experience in Customer Success of the IOT/Telematics.
2. 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.
3. An experience and/or excellent understanding of dealing with billing and contractual matters in B2B environment.
4. General understanding about IOT products and solutions.
5. SaaS experience is a must.
6. Fluent written and verbal communication in English and Dutch.
7. Previous experience working with SAP, Salesforce and Gainsight are an advantage.
Michael Bailey International is acting as an Employment Business in relation to this vacancy.
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