Senior Specialist - Customer Success

Job Title

Senior Specialist - Customer Success

Job Scope

The Senior Specialist - Customer Success is accountable for working closely with customers during all stages of engagement, from sales to solution and service deployment. S/He ensures service excellence and timely complaint management aiming at customer attraction and retention.

Main Duties and Responsibilities

• Understand customers’ business goals and work out solutions in coordination with the direct manager;
• Conduct market studies for new business opportunities and submit findings;
• Follow-up on all the company events and launching of new services;
• Ensure a proper compilation of customer information to build a comprehensive and updated database;
• Provide insight from customer data to internal stakeholders for appropriate actions and decisions;
• Coordinate with the sales team during all stages of engagement and service deployment;
• Provide outstanding service to customers;
• Coordinate and follow up on the post sales experience with customers to ensure healthy renewals and customer retention;
• Address customer service issues, escalate complaints and ensure a prompt feedback and follow up;
• Prepare periodic reports to relevant stakeholders.

Position Requirements

Education

Bachelor’s degree in Business Administration or any other related field

Experience

Must have at least 3 years of relevant technical experience in Mainfrane Technology. 

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