My client who is headquartered in Stockholm, is a rapidly expanding B2B technology company. Their leading product, revolutionises industries like Trade Finance, Transport, and Certificates. Through cutting-edge technology, they empower their clients and their partners with heightened transparency, risk management, operational efficiency, and consumer trust.
Job Summary:
We are seeking a talented and dynamic Customer Success Specialist to spearhead and foster my clients customer engagement, development, and expansion across diverse industries. The primary objective is to drive sales growth, raise awareness, and promote the adoption of digital documents among leading banks, corporations, carriers, freight forwarders, and other stakeholders in the trade ecosystem. Their distribution channels primarily include direct sales, re-sellers, partners, and a network of advisers supporting sales efforts. The ideal candidate will guide customers through the on-boarding process and beyond, ensuring compliance with regulatory requirements and maximising the full potential of their product and solution in collaboration with clients.
Key Responsibilities:
* Customer Relationship Management: Cultivate and maintain strong customer relationships, understanding their needs, objectives, and challenges.
* On-boarding and Training: Lead customers through the on-boarding process, providing training sessions to facilitate effective usage of the product or service.
* Product Expertise: Develop a comprehensive understanding of the product or service, including its features, functionality, and implementation best practices.
* Support Customer Advocacy: Serve as a liaison between customers and internal teams, advocating for customer needs within the company.
* Success Planning: Collaborate with customers to create tailored success plans, outlining key milestones and metrics for progress evaluation.
* Proactive Support: Anticipate customer needs and offer proactive guidance to help them achieve desired outcomes.
* Retention and Expansion: Monitor customer satisfaction and usage metrics, identifying opportunities for revenue growth through up-selling or cross-selling.
* Feedback Collection: Gather customer feedback and communicate it to relevant teams to drive product improvements.
* Problem Solving: Address customer concerns by liaising with internal teams to find effective solutions.
* Renewal Management: Ensure customer renewals by demonstrating ongoing value and addressing any objections raised.
Requirements:
* Academic background.
* Minimum 3 years of B2B experience, preferably in banking or a related field with a tech-savvy interest or in the technology and SaaS industry.
* Strong communication, negotiation, strategic thinking, problem-solving, and product knowledge skills.
* Effective execution within deadlines.
* Strong time management skills for handling multiple clients and tasks simultaneously.
* Adaptability to evolving business environments and client preferences.
* Fluency in English (preferably native) with excellent written and verbal communication skills. Proficiency in a second language (French, Arabic, German, or Spanish) is a plus.
* Willingness to initially work remotely with training provided at our Stockholm HQ (no longer than 1 or 2 weeks at a time - travel and expenses paid for.)
Start date: As soon as possible.
Project length: 12 month initial contract, high likelihood of extension.
