Customer Success Specialist - EMEA

<p>Job Description - CSS</p><p><br></p><p>Experience : 3 - 5yrs</p><p>Shift Timing : 12noon - 9PM </p><p> </p><p>Objectives of this Role</p><p>Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction</p><p>To better customer adoption by meeting up upsell/cross sell targets</p><p>Establish a trusted and strategic advisor relationship to help drive continued value of our products and services</p><p>Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team</p><p>Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings</p><p>Maintain existing customer success metrics and data as directed</p><p> </p><p>Daily and Monthly Responsibilities</p><p>Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them</p><p>Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals</p><p>Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time</p><p>Collaborate, problem solve, and/or strategize upcoming client meetings with team members</p><p>Prepare necessary documentation or visuals for client to demonstrate performance of campaigns</p><p>Work with the sales and marketing team to drill customer references and develop case studies, testimonials and other required marketing materials</p><p>Required Skills and Qualifications</p><p>3-5 years of experience in communications, marketing, sales, account management, or customer success</p><p>Strong verbal and written communication, strategic planning, and project management skills</p><p>Analytical and process-oriented mindset</p><p>Comfortable working across multiple departments in a deadline-driven environment</p><p>Active team player, self-starter, and multi tasker who can quickly adjust priorities</p><p>Preferred Qualifications</p><p>Bachelor’s degree</p><p>Knowledge of Zoho will be a plus point</p>