Sr. Specialist, Customer Success (English and French)

Job Title:

Job Description

Here at Concentrix, we are a leading global provider of customer experience, solutions and technology, improving business performance for some of the world's best brands including over 100 Fortune 500 clients and over 125 new economy clients. We support more than 40 countries across 6 continents and speak 40+ languages through the business. We pride ourselves on our staff delivering next generation customer experience and helps companies better connect with their B2B clients. In the B2B realm we offer renewal services, customer acquisition, customer success, account management and channel management- all tailored to our client's needs.

Senior Customer Success Specialist

The Senior Customer Success Specialist will support our client with a moderate to high level of complexity to cultivate and build strong relationships with the client, while ensuring satisfaction and engagement. Responsible for developing a high level of product and service knowledge to support client questions and concerns. Primarily focused on actively promoting the usage and sales of products and services. Must be confident dealing with client and expected to resolve moderate to high objections or transactions. Responsible for effectively collaborating with our Global Sales Delivery teams to ensure clients’ expectations are met.  

You Have:

• 4+ years of experience working in a customer service
• Prior success in achievement of personal and team sales quota/goals
• Must be fluent in English and French on a professional environment.
• Experience in high-volume calling
• Experience learning new technology and data
• Process orientation and ability to follow call scripts
• Problem solving skills
• Excellent knowledge of MS Office programs
• Experience working with Salesforce.com or similar CRM
• Experience or willingness to work from home
• You possess excellent knowledge in written and spoken language skills (English), Cloud Knowledge, communication skills, previous experience in sales, Microsoft Unified products knowledge, trend analysis knowledge, business acumen.
• You possess average knowledge in experience in a similar role (6+ months), MS excel, power point and outlook knowledge, Azure, identifying renewals and upsell/cross sell opportunities, ability to multi-task, prioritize and manage time effectively, fast learning.

You Will

• Understand customer usage to date and their purchased entitlements and enhanced solutions.
• Identify customer needs, gaps, and potential catalogue recommendations.
• Identify opportunities within client’s services for upgrades.
• Perform reactive case reviews, identifying trends and problems.
• Catalogue awareness for recommendations.
• Understanding complex customer relationships, such as global and shared TPIDs.
• Determine usage of services and perform trending analysis, setting up CSAM for renewal discussions, and a daily brief/cheat sheet for CSAMs.
• Manage high volume of tickets and deliveries through system and email each day.
• Follow established processed approved by the client and service motion leads.
• Maintain quality on delivery expected by each different process or motion.
• Participate in mandatory training requested by the Line Manager, Quality Assurance Analyst or other members of the senior staff.
• Keep necessary systems updated with the upmost information (example: Service Now tickets).
• Inform Line Manager of any mal function of the systems and tools necessary to complete the client tasks.
• Develop an excellent level of product knowledge to speak intelligently to clients and successfully address specific objections.
• Successfully capture client’s service expectations, experiences, satisfaction, and likelihood of abandonment, “Voice of the Customer”.
• Initiate steps through appropriate communication channels to address customer concerns/roadblocks prohibiting satisfaction or service usage.
• Ensure high level of professionalism during all interactions with clients and stakeholders.
• Collaborate with cross functional teams and management to drive a superior client experience.
• Follow guidance from more senior staff, as needed.
• Other duties, as assigned and necessary

Location:

Language Requirements:

Time Type:

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