Customer Success Manager - English/Spanish Bilingual - Commercial Team - USA

Company Description

Boost your career with Arkadin, a fast growing global provider of cloud communications services and part of NTT Communications, one of the worlds 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!

For more information, please visit www.arkadin.com

Job Description

MUST be fully bilingual (written/spoken) in Spanish and English.

The Customer Success Manager is responsible for owning and providing a world class customer journey to our Premium accounts to ensure customer satisfaction and retention. He/She will develop relationships with customer stakeholders and also be responsible for leading post-sales efforts including customer on-boarding, driving user adoption, owning customer renewals, and developing up-sell opportunities. He/She will be the customers advocate inside Arkadin in order to provide a seamless Customer Experience from ordering to cash collection, and to improve upon any areas of dissatisfaction.

Qualifications

Key Activities and Tasks

• On-Boarding : Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
• Adoption : Manage and increase revenue within existing customers through expanding usage and knowledge of Arkadin services
• Customer Liason: Acts as liaison between internal departments to communicate results and feedback concerning service delivery related concerns; Researches client-impacting situations and, if necessary, makes recommendations
• Customer Satisfaction : Drive Customer Satisfaction surveys (CSAT), interviews or meetings to determine customer loyalty and implement service improvement plans as appropriate
• Upsell : Work to identify and/or develop upsell opportunities
• Renewal : Negotiate commercial terms within set guidelines
• Exit : Manage contract and user decommissioning in a professionnal and fair mode in order to allow future winback
• Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our products and services
• Develop, prepare, and nurture customers for advocacy
• Identify cross-sell opportunities within the existing customer base
• Act as the customers advocate within Arkadin to 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 Service provider 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 Arkadins standard processes
• Overseeing the onboarding experience and training for new customers
• Work with customers to ensure they are leveraging the solution effectively and using best practices
• Tracking and reporting on customer health and delivering 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 within 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 companys sales database
• Demonstrate accurate forecasting and maintain a healthy sales pipeline
• Perform other assigned tasks as requested
• Perform account mapping of the existing customer base

Qualifications

• MUST be fully bilingual (written/spoken) in Spanish and English.
• Bachelors Degree preferred
• Previous experience in post-sales account management (analytics, optimization/conversion and/or search)
• Candidates with pre-sales or professional services background will be considered
• 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
• The ability to draft clear and concise reports, presentations and other professional documentation
• ability to deal with several different activities in parallel
• Strong attention to detail, able to anticipate and identify non defined problems/issues
• Strong team player, tenacious, and result-driven
• Experience working with a CRM tool (e.g. Salesforce.com)
• Working knowledge of MS Office applications

Additional Information

All your information will be kept confidential according to EEO guidelines.