Principal Customer Success
Job details
Role purpose As a Senior Customer Success Specialist, you will cultivate and maintain strong relationships within assigned accounts, ensuring high levels of customer satisfaction, facilitating the delivery of customers desired business outcomes, leading to strong renewals, retention and growth opportunities. You will work closely with our customers alongside sales, service delivery, PMO, product management and Finance teams to ensure our services are delivered successfully and promote the product adoption and the effective use of products. What will you do?
- Develop customer success plans (mutually agreed with customer) and monitor/report performance
- Monitor and report customer health and develop plans for improvements where risks/issues are identified
- Build relationships with assigned customers, help them with issues and continually delight them with a positive, customer centric attitude.
- Work closely with customers to ensure that they are finding value in our products and services.
- Collaborate with internal teams to facilitate early increased adoption and maximum product usage
- Be a customer advocate, capturing customer feedback, reporting requests to respective teams and identifying opportunities for improvements
- Collaborate with internal stakeholders for the delivery of high quality service and system/application performance; ensuring future demand from growth and projects is understood and factored into capacity plans
- During onboarding, ensure that customers are properly trained and educated on product usage; so their adoption time is minimized
- Be the voice of the customers in the company, providing the suitable balance between the customer’s requests and the company’s vision.
- Establish effective collaborative relations with other departments within the business unit or external organizations.
- Excellent communication skills with the ability to make compelling presentations to an audience of diverse and senior business stakeholders
- Understanding of complex and lengthy sales cycles and how to create achievable milestones and deliver meticulous follow-up
- Must be strategic, flexible, tenacious and results-oriented
- Fluent in English
- Experience in the Airline industry is preferred
- Open culture and challenging opportunity to satisfy intellectual needs
- Flexible working hours
- Smart working: hybrid remote/office working environment
- Work-life balance
- Excellent, dynamic and multicultural environment
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