Customer Success Specialist
Our client, a company – leading provider of cloud-based software solutions, partners with some of the biggest names in media, entertainment, publishing, fashion, beauty, high-tech, and advertising. The company is innovator of brand compliance, rights management and royalty billing software. Their forefront software leverages automation, AI, and cloud technology to simplify rights management, enabling companies to track and optimize the use of digital assets, media, and content. With a commitment to excellence and a global presence, this is a dynamic and fast-growing company where creativity and technology intersect.
For their office in Bulgaria, we are searching for a Customer Success Specialist to join their expanding team.
Key Responsibilities:
- Ensure Successful Onboarding and Implementation: Make sure new customers properly go through the onboarding process on company’s SaaS products;
- Product Adoption: Encouraging customers to fully utilize product features;
- Customer Relationship Management: Foster strong relationships with customers by being attentive, responsive, and empathetic;
- Proactive Communication: Regularly check in with customers to assess satisfaction, address concerns, and communicate updates or best practices;
- Problem Resolution: Act as a point of contact for customers experiencing issues, collaborating with internal teams to resolve challenges promptly;
- Customer Advocacy: Identify satisfied customers and encourage them to become advocates, participating in testimonials, case studies, or referrals;
- Renewal Risk Mitigation: Monitor subscription renewals, working to ensure customer renewals by addressing factors that might impact decisions;
- Customer Feedback: Gather customer feedback to identify areas for improvement and share insights with relevant teams;
- Metrics and Reporting: Track key performance indicators (KPIs) related to customer success, providing regular reports to management;
- Cross-Functional Collaboration: Collaborate with sales, marketing, product development, and support teams to ensure a seamless customer experience, sharing insights with relevant stakeholders;
- Identify Upsells and Expansion opportunities: Identify opportunities for upselling or expanding product usage within existing accounts, collaborating with the sales and services teams;
- Customer Retention: Develop strategies to enhance customer retention, proactively addressing reasons behind churn;
Skills & Qualifications:
- Education: Bachelor’s degree in Business, Marketing, Communications, or a related field preferred;
- Ability to clearly convey information and engage with customers effectively;
- Strong skills in identifying issues and implementing solutions;
- Proven experience in customer service roles, preferably in a SaaS or tech environment;
- Familiarity with CRM software and customer support tools;
- Ability to understand and relate to customers’ concerns and handle difficult situations calmly;
- Strong organizational skills to manage multiple tasks and priorities effectively;
- Team Collaboration: Ability to work well within a team and collaborate with other departments;
- Capability to analyze customer data and feedback to improve service quality;
- Flexibility to adjust to changing processes and customer needs;
- High level of accuracy and thoroughness in managing customer interactions;
- Passion for helping customers and enhancing their overall experience with the company;
- Ability to oversee and manage customer projects from initiation to completion;
- Skills to effectively address and resolve customer complaints and issues;
- In-depth understanding of the company’s products or services to provide knowledgeable support and guidance;
If you are interested in this position, please send us your CV.
Horizons is a leading recruitment company specializing in expert and middle management positions with 20 years of experience in the Bulgarian market. Our team consists of business-oriented consultants with industrial specialization, a professional understanding of the business trends and a proactive approach toward recruiting and hiring through different methodologies and innovations.
Horizons owns license No 2118 from 27.09.2016.
