Customer Success Specialist

Job description

Recruitment: remote

Workplace: Lublin office (with remote work possibility)

Phlexglobal is a specialist provider of document management solutions and other support services to the global clinical research market. We have a fantastic opportunity for a Customer Success Specialist to join us. Customer Success Specialists own the customer relationship for tactical projects and to deliver continuous high-quality support across customers and projects to enhance the customer success experience.

What responsibilities you will have:

• Creation of project status reports for Customer Success Managers reporting on customer facing Key Performance Indicators
• Be accountable for all PhlexEview user administration as per customer and internal role configuration documents.
• Support Customer Success Managers with meeting coordination, logistics and compiling action minutes.
• To implement and manage processes that will ensure customer success.
• Be an advocate for the company, helping to build great relationships with new customers.
• Onboard new customers, educating them on how to get the most value out of using our solution.
• Keep track of customer contract expiration dates and follow up on renewals to support customer retention rates.
• Encourage upsells, identify customers who require or would be ideal for solution/package upgrades and offer advice.
• Be the point of contact for customer support regarding minor, non-technical issues, or otherwise seek help from our technical team.
• Work with customer success managers to take ownership of long-standing customer relationships.

Requirements

You fit us perfectly if you have:

To succeed in this role, you will be customer centric, seeking to understand and advocate for the customers' needs.

• Experience of working within a customer success or support role.
• An excellent communication skill with the ability to create warm authentic relationships
• Excellent English language skill
• Be well-organised, accurate, proactive and recognise priority tasks
• Able to demonstrate excellent written, verbal & analytical skills
• CRM, billing, and support platform experience, such as Jira.
• Experience in training users on new technology
• An understanding of SAAS software solution

We offer

• Regular performance reviews to help you to achieve your career development goals
• Possibility of remote work
• Flexible working arrangements
• Good atmosphere at work with highly motivated and integrated team
• Great benefits (MyBenefit, private healthcare, English language training, pension and life assurance)
• Employment in an international company with offices in the UK, US, Germany and India