Customer Success Manager - Belgium
offre publiée le 25/10/2017
Type de Contrat
Commercial - Vente
Présentation de l'entreprise
Boost your career with Arkadin, a fast growing global provider of cloud communications services and part of NTT Communications, one of the world’s largest telecommunications companies. You will play a vital role in a business whose solutions enable a more digitally connected workplace and contribute to a greener planet. With 56 operations centers in 33 countries, your talent will find a place to grow rapidly. Join a company whose people are #ContagiouslyEnthusiastic!
The Customer Success Manager is responsible for customer retention and driving customer satisfaction. He/She is also responsible for leading post-sales efforts including customer on-boarding, driving user adoption and satisfaction, owning customer renewals, and developing up-sell opportunities.
Own overall relationship with assigned clients, which include :
o Renewal : Negociate commercial terms whitin set guidlines
o On-Boarding : Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
o Adoption : Manage and increase revenue within existing client by expanding usage
o Customer Satisfaction : Conduct frequent Client Satisfaction surveys, interviews or meetings to determine customer loyalty and implement Service improvement plan as appropriate.
o Upsell : Work to identify and/or develop upsell opportunities.
Keys to success:
Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
Develop, prepare, and nurture customers for advocacy.
Identify Cross-sell opportunities within your existing customer base.
Act as the customer’s advocate throughout Arkadin, facilitate the prompt, effective resolution of all service related issues.
Proactively act on problems and Manage Service Improvement Plans if required
Identify, qualify and influence new projects around Unified Collaboration/Communication within territory.
Position Arkadin as a Unified Collaboration services providers by having a full understanding of consultative solution selling.
Driving adoption and usage of the Arkadin service.
Developing strong, long-lasting customer relationships as a trusted advisor.
Organizing regular Customer Business & Service Reviews
Lead Customer into Arkadin’s Standard Processes
Overseeing the onboarding experience and training for new customers.
Working with customers to ensure they are leveraging the solution effectively and using best practices.
Tracking and reporting on customer health and deliver different outreach programs
Proactively monitoring and identifying usage trends in order to uncover renewal risks, while supporting greater adoption rates.
Identifying, managing, and closing up-sell opportunities among assigned customers.
Negotiating and closing renewals with assigned customers.
Developing and maintaining deep expertise of Arkadin products and best practices to provide value to customers.
Independently manage the entire sales cycle.
Maintain accurate records within the company’s sales database.
Demonstrate accurate forecasting and maintain a healthy sales pipeline.
Perform other assigned tasks as requested.
Perform blueprinting and mapping of your existing Customer base.
‐ Bachelor’s Degree
‐ Previous experience in post-sales account management (analytics, optimization/conversion and/or search). Candidates with pre-sales or professional services background will be considered.
‐ Gravitas, presence and strong interpersonal skills to build strong and lasting relationships at all levels
‐ Thorough knowledge of all aspects of hosted services market is desirable.
‐ Proven experience implementing customer retention initiatives, achieving high retention rates and customer satisfaction.
‐ Exceptional presentation, written and oral communication skills.
‐ Very structured working methodology, ability to deal with several different activities in parallel.
‐ Able to anticipate and identify not defined problems/issues.
‐ Strong team player, tenacious, and result-driven.
‐ Experience working with CRM tool (ex. Sales Force.com)
‐ Working knowledge of MS Office applications
‐ Fluent in English, Dutch and French
- Arkadin est signataire de la Charte de la Diversité afin de favoriser l’insertion de personnes en situation de handicap.