Customer Success Manager - Belgium

CDI
offre publiée le 10/04/2018
Informations clés
  • Entreprise

    Arkadin

  • Référence

    5accb37a47809

  • Localisation

  • Pays étranger(s)

    Pegasuslaan 5, 1831 Machelen, Belgium

  • Type de Contrat

    CDI

  • Fonctions

    Marketing - Communication

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!

Mission

As a Customer Success Manager, you are responsible for customer retention and driving customer satisfaction. You are also responsible for leading post-sales efforts including customer on-boarding, driving user adoption and satisfaction, owning customer renewals, and developing up-sell opportunities.

We are expecting from you to own an overall relationship with assigned clients, which include:

  • Renewal: negotiate commercial terms within set guidelines;
  • On-Boarding: work with clients to establish critical goals, or other key performance indicators and help the customer achieving their goals;
  • Adoption: manage and increase revenue within existing client by expanding usage;
  • Customer Satisfaction: conduct frequent Client Satisfaction surveys, interviews or meetings to determine customer loyalty and implement Service improvement plan as appropriate;
  • Upsell: work to identify and/or develop upsell opportunities.

 Are you ready to take up this challenge?

  • Developing strong, long-lasting customer relationships as a trusted advisor with each assigned client and drive continued value of our products and services;
  • 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 and position Arkadin as a Unified Collaboration services providers;
  • Driving adoption and usage of the Arkadin service by working with customers to ensure they are leveraging the solution effectively and using best practices;
  • Proactively monitoring and identifying usage trends in order to uncover renewal risks, while supporting greater adoption rates;
  • Developing and maintaining deep expertise of Arkadin products and best practices to provide value to customers;
  • Maintain accurate records within the company’s sales database;
  • Demonstrate accurate forecasting and maintain a healthy sales pipeline.
Profil recherché

Qualifications


To take up those challenges, the minimum requirements are:

  • Previous experience in post-sales account management (analytics, optimization/conversion and/or search);
  • Proven experience implementing customer retention initiatives, achieving high retention rates and customer satisfaction;
  • Very structured working methodology, ability to deal with several different activities in parallel;
  • Experience working with CRM tool (ex. Sales Force.com);
  • Working knowledge of MS Office applications;
  • Fluent in English, French and Dutch.
Informations complémentaires
  • Arkadin has signed a policy of Diversity in order to encourage the integration of disabled people;
  • Dynamic and young company with strong values;
  • International environment – English is our business language;
  • Competitive salary.