Customer Success Specialist
Agensi Pekerjaan Great Pyramid Sdn Bhd
- George Town, Pulau Pinang
- Permanent
- Full-time
1. Responsibility: The CSS represents the client and is the face of the brand to the outside world.
2. Quality and a Passion for Excellence: We always want to shoot for the best possible result.The CSS is expected to project a professional company image through various communication channels.QualificationsEducation background:
- Bachelors Degree on tech-related field
- Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehension)
- 1-2 years experience in Customer Support in a technical environment
- Strong business awareness and understanding of key market drivers within IT/networking industry and relevant country of support
- Selling Business Outcomes competencies
- Call centre experience is not a must but would be a distinct advantage.
- Must be able to speak, read and write in the Native Language required
- Customer service or sales experience and/or Telephone sales competencies
- IT knowledge
- Relentlessly sales- and results-driven
- Relentlessly customer-centric (i.e., solving customer problem first and working back to the technology)
- Digitally savvy with a relentless desire to keep up to date on Cisco.com and other sources of digital information to help customers find what they need
- Emotional and analytical competence
- Proactive
- Innovative
- Selling skills / Ability to break through gate keeper / Get to decision maker
- Professional and courteous with strong customer service orientation
- Ability to interact professionally with individuals from various backgrounds
- Technical proficiency (i.e., familiarity with common business software, contact center systems, and internet navigation) Strong organizational skills to meet deadlines and the ability to work on multiple tasks simultaneously
- Assertive and effective communication in Spanish, English and another, if applicable
- In front of the camera skills
- anager profile, ability on prioritize time and tasks
- Long-list customer portfolio management based on events tracking an account prioritization
- CSS represents the brand, the culture, and the values of the client
- Your attitude and how you behave will determine how our client is perceived by its customers
- It is imperative that the CSS maintains a positive, empathetic, and professional attitude towards customers at all times
- Customer concerns must be handled positively and professionally
- Must interact, support, be open to receiving feedback and reporting issues on behalf of our customers
- Manage 35+ high touch CX Cloud customer engagements
- Drive usage and adoption activities as defined in the CXIM playbook to ensure a customers success. Activities include but are not restricted to detailing customers goals and developing a plan for their success; establishing success metrics; identifying potential roadblocks and providing prescriptive recommendations
- Report, maintain accurate activity and engagement records for your customers to ensure data integrity in business reporting
- Maintain a deep understanding of the CX Cloud platform and be able to educate customers on the most relevant features/functionality for their specific business needs
- Collect and input customer feedback into feedback management tool (AHA)
- Monitor and report on the health/risk of assigned accounts and implement intervention strategies to foster retention
- Participate in internal and external account reviews to communicate ROI measurements, progress against goals, and address identified adoption barriers
- Execute customer feedback surveys given post onboarding and midway through engagement process
- Build and nurture a pipeline of reference customers
- Drive customer participation and attendance to local user communities/events/webinars/etc. as applicable