DN Customer Success Specialist

SmartRecruiting is looking on behalf of its client, one of the top  integrator and consulting companies in the IT industry, for an experienced and motivated  Customer Success Specialist .

Location: Bucharest, Opera Area

Company mission:

The company has a large number of projects in: data centers and virtualization, IT&C infrastructures, unified communications, customer support centers, IT&C security. It has a team of more than 100 employees in Romania.

Summary objective of the job:

As a member of the Customer Success Team, the Customer Success Specialist will be responsible for creating and maintaining cross-functional relationships with internal and external stakeholders to help develop Software as a Service (“SaaS”) portfolio in the company. The focus of this role will be to drive adoption, business integration and expansion of Cisco SaaS solutions in existing accounts.

Responsibilities:

  • Oversee the complete customer lifecycle from onboarding, adoption, expansion to renewal.
  • Collaborate closely with the Sales team in order to direct new sales to the SaaS solutions whenever possible
  • Collaborate with the technical team to ensure flawless onboarding process
  • Build and maintain a close relationship with the customer  key decision makers and influencers in order to help them achieve their business needs through SaaS solutions
  • Establish clear goals and milestones that him and the customer will be working towards; conduct account reviews with the customers on a regular basis
  • Ensure that customers fully utilize their subscriptions and services, including the identification of any adoption barriers
  • Be responsible to increase adoption and renewal rate and reduce churn
  • Participate in campaigns, projects, and initiatives to ensure successful implementation of the SaaS solutions
  • Identifying incremental opportunities and programs that help customers achieve greater value from their investments in Cisco [and partner] digital innovation
  • Monitor customer adoption rates and progress
  • Provide continuous feedback to the team management on both successes and challenges for the business objectives
  • Serving as an escalation point for customer complaints and concerns and seek to improve all aspects of the customer experience with the company
  • Conduct data entry, audits, reporting and compliance related to SaaS portfolio & Cisco related applications and procedures
  • Maintain SaaS portfolio databases
  • Have to take Cisco Customer Success Manager Specialist certification within first weeks (exam Cisco ID: 820-605 CSM).

Requirements:

  • 3 -5 years’ experience in working directly with customers – either in similar role / account management / project delivery /technical position in IT industry
  • Familiar with IP network concepts, Cisco products and industry trends
  • Able to manage complex stakeholder landscapes (customers, end-users, internal resources, partners, etc.)
  • Excellent interpersonal skills to build trusted relationships with both customers and colleagues
  • Excellent ability to communicate and foster positive business relationships regardless people hierarchy, internal or external stakeholder, technical or non-technical person
  • Reliable to work independently
  • Proactive person – think ahead and figure out what people might need before they do
  • Creative  person in order to assist the SaaS portfolio’s position and expansion
  • Ability to manage a varied workload with great organizational skills
  • Ability to understand customer requirements, identify up-sell and cross-sell opportunities
  • Identify key deadlines, goals and plan in advance to get what is needed to succeed
  • Ability to analyze data and develop customer strategies for SaaS solutions success onboarding, adoption, renewal, expansion

What we offer:

  • Attractive salary
  • Certification courses
  • Working with a diverse, highly skilled team
  • Opportunity for growth
  • Medical subscription
  • Sport subscription
  • Work from home

Contact person

Robert Beu:   IT Talent Recruiter                   

robert@smartrecruiting.ro

www.smartrecruiting.ro





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