Customer Success Specialist at Monty Mobile

Job Objective

• Your role as the Customer Success Specialist is to be responsible for implementing cross-functional resources & demonstrating a proactive approach to achieving client-business relationships and success.
• You will primarily act as spokesperson with regards to products and services, advocate for each customer, guide them along a path to success and engage resources across Monty Mobile & the outside world.

Main Tasks

• Utilize client relationship 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 accounts 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 with the development and improvement of the product by gathering feedback from clients to identify recurring issues.
• Engage in 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 required.
• Knowledge in B2B Enterprise, Key Account Management, Customer Success, Client Relations, Professional Services, or business development.
• Deep knowledge in 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 act instantly.
• Positive attitude with high sense of responsibility.
• Ability to solve problems quickly and completely.
• Maturity - provide 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 successful conclusion.
• Highly astute with exceptional interpersonal skills, written and verbal communication.
• Excellent judgment and follow through.
• Enthusiastic team player with a strong drive to create positive and dynamic work environment.