Specialist, Customer Success

Starlinks Global

Main Job Responsibilities:-

• Build strong relationships with customers to understand their goals, challenges, and requirements.
• Serve as the main point of contact for customer inquiries, requests, and escalations.
• Proactively engage with customers to ensure they are deriving maximum value from our services.
• Collaborate with internal teams to address customer needs and resolve issues in a timely manner.
• Ensure all relevant SOPs, SLAs, Processes and Customer Communication/Engagement tools for the department are fit for purpose and implemented across all customers
• Identify opportunities for upselling or cross-selling additional products or services to existing customers.
• Monitor customer usage metrics and identify trends or patterns that may indicate opportunities for improvement.
• Develop and maintain a deep understanding of Starlinks' services.
• Document customer interactions, feedback, and resolutions
• Develop financial and commercial Reports, Operational Performance Dashboards, derive and present regular insights to manage and present operational and commercial internal and customer related KPIs for continuous improvement purposes
• Manage the customer relationship including response to business-critical issues
• Collaborate with the sales team to renew customer contracts and drive customer retention.
• Create relevant business review processes and operational alignment activities to ensure customer set KPIs are proactively communicated and met
• Participate in customer success initiatives and projects aimed at enhancing the overall customer experience.
• Manage and maintain the client contract renewals and re-negotiations including the timeline for discussions and key dates & milestones
• Establish quality metrics and results to identify recurring control issues and track trends.
• Seek and develop new business opportunities with the customer base and ensure that each customer has a development plan for new business and opportunities
• Ensure consistent process for preparation and management of the customer key business metrics and performance measures
• Ensure the invoicing and payment processes are owned and managed, including the checking of and validation of the invoicing prior to issuing
• Ensure collaboration with Operations, finance and sales to solve issues and challenges
• Work towards continuously improving Customer Satisfaction Score
• Serve as a single Point of Contact for the Customer
• Conduct weekly, monthly and quarterly business Reviews

Education:-

Bachelor s degree in business administration, marketing, or a related field

Behavioral Competencies

• Ethical Practice
• Communication
• Health, Safety and Environment
• Accountability
• Proactiveness
• Collaboration
• Technology Advocacy

Technical Competencies

• Building Customer Relationships
• Addressing Customer Concerns
• Handling Escalations
• Analyzing Customer Feedback
• Keeping Accurate Records
• Starlinks Products and Services
• Communication Skills
• Dealing with Complex Customer Enquiries