Job Description

Job Purpose
The Customer Success Specialist is responsible to ensure the success and satisfaction of customers by assisting them throughout their entire journey, from onboarding to ongoing engagement while managing licensing and subscription-related matters. Additionally, this role will focus on understanding customer business needs, guiding them through the onboarding process, handling licensing inquiries, renewals, and compliance and providing ongoing support to maximize their utilization of provided services.

Bespineers Conduct

• Adhere to company policies and procedures, as well as applicable laws and regulations.
• Handle conflicts in a professional and constructive manner.
• Aim for high-quality work and continuously look for ways to improve.
• Maintain a positive and cooperative attitude, such as accepting feedback politely and remaining calm and professional when faced with challenges, to contribute to a more productive and pleasant work environment.
• Work as part of a team, be willing to help others, communicate effectively and be willing to adapt to reach team goals
• Act as role models, demonstrating Bespin Motto, behaviors, and ethics that Bespin aspires to uphold.

Additional Responsibilities
Customer Support

• Manage the onboarding process for new customers, ensuring a smooth and successful transition onto our cloud platform.
• Collaborate with cross-functional teams to deliver timely and efficient implementations.
• Implement customer success plans to define objectives, deliverables, and success metrics in collaboration with clients. Regularly review progress and performance against these plans, making necessary adjustments as needed.
• Act as the primary point of contact for customer inquiries, support requests, and issue escalations.
• Work with the technical support team to address and resolve customer concerns promptly.
• Advocate for customer needs and requirements during product development and enhancement discussions

Additional Responsibilities
Business Development

• Collaborate with the sales team to expand the customers usage of our offerings.
• Identify opportunities within the managed accounts to grow the accounts' revenue through cross-sell and up-sell.
• Ensure that all associated opportunities from allocated accounts are raised in Salesforce and managed till closer.
• Provide inputs for salesforce on licensing including rolling out new programs and licensing changes.
• Track licensing orders through the entire process
• Support internal stakeholders and customers with Microsoft Product specifications or product licensing queries

Additional Responsibilities
Stakeholder Management

• Develop and maintain strong, long-lasting relationships with key customer stakeholders.
• Understand the customers business goals and challenges to provide tailored solutions and foster loyalty.
• Support Finance department and the Partner operations with Microsoft Billing Validation.

Reporting

• Regularly assess and monitor customer health metrics to identify potential risks or opportunities for improvement.
• Create an analysis report for each escalation queries/disputes raised.
• Analyse customer data to measure the effectiveness of customer success initiatives.
• Generate regular reports and presentations to communicate customer success performance to stakeholders.

Job Specification
Education

• Bachelor's degree in business management, computer science or any related field

Professional Certificates

• Public cloud platforms
• Customer Success Association (CSA)
• Salesforce Certified Customer Success Manager (Preferred)
• ITIL V4 Foundation

Knowledge

• Cloud and related products knowledge
• Data Analysis and Reporting
• CRM systems and PM tools
• Business Development
• Customer Facing Experience

Job Specification

Skills Required