job description - Customer Success Specialist
Main Tasks
- Utilize client relationships to qualify leads and assist the account executive team in cross-selling and up-selling opportunities.
- Generate new sales & Business leads and analyze the market by proactive searching via social media in all means (LinkedIn, networking, Internet, etc.).
- Develop, drive, and manage day-to-day sales activities to increase revenues & buying activities.
- Manage relationships with customers to sustain overall customer growth and satisfaction.
- Support in the development and implementation of sales strategies to penetrate new markets.
- Attain and exceed retention targets.
- Assist with the account positioning against competitors.
- Assist in the management of client expectations by acting as a point of escalation when needed.
- Participate in onboarding activities and after-sales product demo.
- Organize and coordinate cross-functional resources to meet customer needs and take a proactive role in assisting customer business success.
- Support the development and improvement of the product by gathering feedback from clients to identify recurring issues.
- Engage in the international community of customer success by exchanging expertise and transferring successful practices across regions.
Qualifications
- Bachelor's Degree in Business Management, Communications, or any relevant field.
- MBA Degree is a plus.
- 3+ experience in customer Success or Customer Retention.
- Previous experience in Mobile Messaging/VAS is a must.
- Previous experience in B2B Enterprise, Key Account Management, Customer Success, Client Relations, Professional Services, or business development is a must.
- Professional proficiency in English is required.
- Knowledge in B2B Enterprise, Key Account Management, Customer Success, Client Relations, Professional Services, or business development.
- Deep knowledge of customer retention and growth experience.
- Understand customer journey.
- Customer Satisfaction oriented.
- Exceptional and professional communicational skills.
- Strong analytical skills.
- Strong networking and relationship-building skills.
- Self-driven and goal-oriented.
- Excellent emotional intelligence (EQ) and empathy in understanding the customer’s requirements
- Sense of urgency by recognizing urgent issues in need of resolution and acting instantly.
- Positive attitude with a high sense of responsibility.
- Ability to solve problems quickly and completely.
- Maturity - provides a good balance of risk-taking and judgment; is aggressive and confident; able to operate independently.
- Strong command of details including project status and ability to drive projects to a successful conclusion.
- Highly astute with exceptional interpersonal skills, and written and verbal communication.
- Excellent judgment and follow-through.
- Enthusiastic team player with a strong drive to create a positive and dynamic work environment.
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Monty Mobile is a leading VAS & telecom solutions provider and an international SMS wholesale intermediary hub, working closely with worldwide mobile operators, aggregators and enterprises.