Customer Success Specialist, CPG

As a Customer Success Specialist at Starlinks, your primary responsibility will be to ensure the success and satisfaction of our customers. You will work closely with clients to understand their needs, address any issues, and drive value from our products and services.

Main Job Responsibilities:-

1. Build strong relationships with customers to understand their goals, challenges, and requirements.
2. Serve as the main point of contact for customer inquiries, requests, and escalations.
3. Proactively engage with customers to ensure they are deriving maximum value from our services.
4. Collaborate with internal teams to address customer needs and resolve issues in a timely manner.
5. Ensure all relevant SOPs, SLAs, Processes and Customer Communication/Engagement tools for the department are fit for purpose and implemented across all customers
6. Identify opportunities for upselling or cross-selling additional products or services to existing customers.
7. Monitor customer usage metrics and identify trends or patterns that may indicate opportunities for improvement.
8. Develop and maintain a deep understanding of Starlinks' services.
9. Document customer interactions, feedback, and resolutions
10. 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 –
11. Manage the customer relationship including response to business-critical issues
12. Collaborate with the sales team to renew customer contracts and drive customer retention.
13. Create relevant business review processes and operational alignment activities to ensure customer set KPIs are proactively communicated and met –
14. Participate in customer success initiatives and projects aimed at enhancing the overall customer experience.
15. Manage and maintain the client contract renewals and re-negotiations including the timeline for discussions and key dates & milestones –
16. Establish quality metrics and results to identify recurring control issues and track trends.
17. Seek and develop new business opportunities with the customer base and ensure that each customer has a development plan for new business and opportunities –
18. Ensure consistent process for preparation and management of the customer key business metrics and performance measures –
19. Ensure the invoicing and payment processes are owned and managed, including the checking of and validation of the invoicing prior to issuing
20. Ensure collaboration with Operations, finance and sales to solve issues and challenges
21. Work towards continuously improving Customer Satisfaction Score
22. Serve as a single Point of Contact for the Customer
23. Conduct weekly, monthly and quarterly business Reviews

Requirements

Education:-

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

Behavioral Competencies

1. Ethical Practice
2. Communication
3. Health, Safety and Environment
4. Accountability
5. Proactiveness
6. Collaboration
7. Technology Advocacy

Technical Competencies

1. Building Customer Relationships
2. Addressing Customer Concerns
3. Handling Escalations
4. Analyzing Customer Feedback
5. Keeping Accurate Records
6. Starlinks Products and Services
7. Communication Skills
8. Dealing with Complex Customer Enquiries