Customer Success Specialist

2 days ago


Helsinki, Uusimaa, Finland Meltwater Full time

About the Role:

We're seeking a highly skilled Customer Success Specialist to join our team at Meltwater. This individual will play a pivotal role in ensuring the continued success and satisfaction of our valued customers.

As a Customer Success Specialist, you'll focus on driving impactful outcomes through product adoption, implementing risk mitigation strategies, and conducting user training. You'll work closely with internal stakeholders, including Renewal Managers and Account Managers, to align customer needs effectively.

The ideal candidate will have a proven track record of delivering exceptional results in customer success or account management roles. They'll possess excellent communication and interpersonal skills, enabling them to establish and maintain strong customer relationships.

This is an exciting opportunity for someone who thrives in a dynamic environment and is passionate about helping businesses succeed.

Key Responsibilities:

  1. Collaborate with internal stakeholders to align customer needs effectively
  2. Provide strategic guidance and support to ensure comprehensive adoption of Meltwater solutions
  3. Empower clients with tools and resources to cultivate strong advocacy
  4. Foster a deep understanding of customers' organizational context and objectives
  5. Seamlessly partner with the Account Manager team to identify upselling and cross-selling opportunities
  6. Proactively engage with accounts ahead of renewal dates to support renewals and mitigate risks
  7. Take ownership of customer account gross retention and prioritize high levels of satisfaction and loyalty
  8. Drive client engagement and product adoption to ensure ongoing value delivery
  9. Conduct thorough onboarding and training sessions for new customers
  10. Gather customer feedback through executive business reviews
  11. Identify expansion opportunities and communicate them to Account Managers

Requirements:

  • A Bachelor's degree or higher in a relevant field
  • Demonstrated expertise in customer success, account management, or a related field
  • Exceptional communication and interpersonal skills
  • Results-driven mindset and ability to achieve customer satisfaction
  • Proactive approach to identifying and addressing customer needs and opportunities
  • Collaborative spirit and ability to work closely with cross-functional teams
  • Excellent written and verbal communication skills in English


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