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Customer Success Specialist II, MM

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Sales & Business Development
  • Manila
  • Quick Apply

AI generated summary

  • You should have 3+ years in enterprise-level customer success for a SaaS company, a Bachelor's degree, strong relationship-building skills, and experience with Salesforce.
  • You will nurture customer relationships, manage accounts, address concerns, process financial tasks, monitor customer health, gather feedback, and ensure accurate CRM records while collaborating with internal teams.

Requirements

  • 3+ yrs. direct and verifiable enterprise-level customer success, consulting or account management experience for a SaaS company.
  • Bachelor’s Degree or equivalent experience in Customer Success, Consulting or Account Management.
  • Proven experience building strong customer relationships with IT and business executive stakeholders and efficiently communicating internal and external voices.
  • Experience leading meetings and regular cadences, quarterly and annual customer success reviews with customers.
  • Strong skills in verbal and written communications, strategic planning, and project management with the ability to adapt conversations for technical and non-technical audiences.
  • Knowledge and experience with Salesforce.

Responsibilities

  • Develop and maintain strong relationships with stakeholders to address customer concerns promptly and effectively.
  • Provide inbound retention support and reactive account management services to mitigate customer churn and foster loyalty.
  • Act as an account champion by proactively engaging clients through outbound communication and management efforts.
  • Gather customer feedback, share valuable insights with internal teams such as Sales, Marketing, Product, Technical Support, Operations, Finance, and Engineering, and collaborate on improvement initiatives.
  • Work with CSMs to address a variety of account-related inquiries, including contract details, device returns, and shipping concerns.
  • Facilitate and coordinate financial responsibilities, such as processing refunds, managing tax exemption requests, and evaluating credit limit increases.
  • Assist with account renewals by preparing comprehensive pricing sheets outlining current entitlements, billing information, and potential upsell opportunities.
  • Review, audit, and advise on churn and downsell situations, ensuring all necessary information is accurate and complete before submitting for approval.
  • Continuously enhance customer relationships by building trust, addressing their unique needs, and actively seeking opportunities to exceed expectations.
  • Monitor customer health scores, identify potential risks, and develop tailored strategies to promote account growth and improve customer satisfaction.
  • Maintain accurate and up-to-date customer records in the CRM system to ensure seamless communication and handoffs between internal teams.
  • Stay informed about industry trends, product updates, and competitive landscapes to offer valuable insights and recommendations to customers.
  • Participate in ongoing training and development opportunities to enhance your skills and contribute to the growth of the Customer Success team.

FAQs

What is the role of a Customer Success Specialist II, MM?

The role involves providing comprehensive support to stakeholders, managing and nurturing customer relationships, and ensuring client satisfaction and retention through proactive engagement and effective problem-solving.

What qualifications are required for this position?

Candidates should have 3+ years of enterprise-level customer success, consulting, or account management experience for a SaaS company, a Bachelor's Degree or equivalent experience, and proven experience building strong customer relationships.

Is knowledge of Salesforce necessary for this position?

Yes, knowledge and experience with Salesforce are required for the Customer Success Specialist II, MM role.

What are the key responsibilities associated with this role?

Key responsibilities include developing relationships with stakeholders, providing account management services, assisting with account renewals, monitoring customer health scores, and collaborating with internal teams.

What type of benefits does the company offer?

The company offers a comprehensive HMO package (medical and dental), Personal Time Off Leaves, a quarterly performance bonus, and Employee Assistance and Wellness Programs.

Is there a training and development program for this role?

Yes, there are ongoing training and development opportunities to enhance skills and contribute to the growth of the Customer Success team.

How does RingCentral support work-life balance?

RingCentral offers on-site, remote, and hybrid work options optimized for the ways employees work and live.

What industries does Acquire BPO serve?

Acquire BPO delivers services across various industries, including telecommunications, banking and financial services, insurance, media, education, and retail.

What is the company culture like at RingCentral?

RingCentral has a supportive work culture recognized as a Best Place to Work by Glassdoor, emphasizing commitment to hiring and retaining great people.

Is this role suitable for someone who has experience in account management?

Yes, candidates with experience in account management are highly suitable as this role focuses on managing customer relationships and retention strategies.

A leading provider of global enterprise cloud communications, video meetings, collaboration, and contact center.

Technology
Industry
5001-10,000
Employees
1999
Founded Year

Mission & Purpose

RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™  (MVP®) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral offers three key products in its portfolio including RingCentral MVP™, a Unified Communications as a Service (UCaaS) platform including team messaging, video meetings, and cloud phone system; RingCentral Video®,  the company’s video meetings solution with team messaging that enables Smart Video Meetings™; and RingCentral cloud Contact Center solutions. RingCentral’s open platform integrates with leading third-party business applications and enables customers to easily customize business workflows. RingCentral is headquartered in Belmont, California, and has offices around the world.