Customer Success Specialist

Our client is seeking a Customer Success Specialist,
Initial 12 Month contract and the position will be hybrid with weekly visits to site in Reading required.

Essential job functions:

• Deal with incoming customer inquiries related to contractual, product and other matters as well as escalations.
• Initiate outbound interaction with the customers to address existing outstanding issues, renewals and churn risks or potential growth opportunities.
• Assist customers and local teams with billing queries and related activities.
• Assist customers and local teams with contractual amendments and related activities.
• Forecast, execute and meet key performance metrics including but not limited to customer retention rate, customer satisfaction, net recurring revenue growth, time to resolution.

Skills and requirements:

An ideal candidate should have knowledge and/or experience in Customer Success of the IOT/Telematics.

• An experience and/or excellent understanding of Customer Success and/or Account/Relationship Management - ideally with historical records of retention and growth of customer base
• An experience and/or excellent understanding of dealing with billing and contractual matters in B2B environment
• General understanding about IOT products and solutions
• SaaS experience is a must
• Fluent written and verbal communication in English and Dutch
• Previous experience working with SAP, Salesforce and Gainsight are an advantage

Michael Bailey International is acting as an Employment Business in relation to this vacancy.