Customer Success Executive - Madrid

  • Calle Gran Vía, Madrid, Spain
  • Full-time

Company Description

Boost your career with Arkadin, a fast growing global provider of cloud communications services and part of NTT Communications, one of the world’s largest telecommunications companies. You will play a vital role in a business whose solutions enable a more digitally connected workplace and contribute to a greener planet. With 56 operations centers in 33 countries, your talent will find a place to grow rapidly. Join a company whose people are #ContagiouslyEnthusiastic

Job Description

The Customer Success Executive is remotely responsible for customer retention and driving customer satisfaction related to online operating model. He/She is also responsible for leading post-sales efforts like owning customer renewals, and developing up-sell opportunities.

-Negotiating and closing renewals with territory customers 
-Identifying, managing, and closing up-sell opportunities among territory customers.
-Driving adoption and usage of the Arkadin service with marketing team.
-Educate Customer into Arkadin's Online Standard Processes 
-Working with customers to ensure they are leveraging the solution effectively and using best practices.
-Tracking and reporting on customer health and deliver different outreach programs
-Monitoring and identifying usage trends in order to uncover renewal risks, while supporting greater adoption rates.
-Working closely with online Business Development Executive/Premium BDM team on potential Cross-sell opportunities within your existing customer base.
-Developing and maintaining deep expertise of Arkadin online products and best practices to provide value to customers.
-Independently manage the entire sales cycle.
-Maintain accurate records within the company's sales database.
-Demonstrate accurate forecasting and maintain a healthy sales pipeline.
-Perform other assigned tasks as requested.

 

-Exceed quarterly and yearly revenue targets
-Own overall relationship with territory clients, which include :
-Renewal: Negotiate commercial terms to migrate customers to online offers and focus on top customers.
-Adoption : work closely with marketing team to increase revenue within existing client by expanding usage
-Customer Satisfaction: Educate & manage customer's enquiries by transferring requests to the right department. 
-Upsell: Work to identify and/or develop upsell opportunities.
-Identify, qualify and influence new projects around Unified Collaboration/Communication within territory for Premium segment.

 

Qualifications

 

-Bachelor's Degree
-Previous experience in sales accounts management. Telesales experience is a plus. 
-Gravitas, presence and strong interpersonal skills to build strong and lasting relationships at all levels
-Thorough knowledge of all aspects of cloud services market is desirable.
-Proven experience implementing customer retention initiatives, achieving high retention rates and customer satisfaction.
-Good presentation, written and oral communication skills.
-Very structured working methodology, ability to deal with several different activities in parallel.
-Able to anticipate and identify not defined problems/issues.
-Strong team player, tenacious, and result-driven.
-Proficient in all Microsoft Office applications and salesforce.com
-Language requirements: Native German