Customer Success Associate

About the job

GlobalLogic family

Expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment and be part of the forefront of digital transformation!

We offer an opportunity to participate in creating market-defining products using the latest technologies with clients across all industries and sectors. GlobalLogic prioritizes work-life balance, which is why we offer flexible opportunities and options.

Requirements

• Knowledgeable with CRM systems, preferably SalesForce.com and Gainsight
• Proficiency with O365 tools
• Excellent organizational and time management skills including the ability to prioritize and multi-task activities across many customers at once.
• Task oriented with the ability to prioritize and shift focus based on customer needs.
• Ability to engage with C level executives and ability to take feedback from all levels.
• Ability to understand high level technical aspects of the product, provide business and technical solutions to help customers optimize use of
• solution, and identification of technical escalation points.
• Excellent problem-solving skills and ability to navigate challenging situations in a professional manner.
• Ability to work cross-functionally to bring key functional areas together in order to solve customer requirements.
• Superior communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, including executive level.
• Advanced English skills (mandatory)

Job responsibilities

• Monitor metrics to accelerate product adoption, influence collaboration and identify opportunities for growth.
• Review customer analytics, including but not limited to: customer trends, on-time renewals, monthly active usage, and NPS.
• Identify add-on and cross sell opportunities within an account and pass to assigned sales representative for follow up.
• Escalating customer needs/issues cross-departmentally and appropriately for key accounts.
• Communicate “voice of the customer” feedback to upper management and help drive strategic initiatives and program improvement.
• Identify key customer advocates that can act as a marketing channel through case studies, speaking opportunities, references, etc.
• Identify opportunities to implement scalable programs which will efficiently and effectively drive customer outcomes at scale.
• Other duties as assigned and required

Our Benefits

• 100% Payroll 💰
• Major medical insurance & life insurance 🩺
• 30 days of Christmas Bonus 🎅
• Saving fund 13%
• Food vouchers 🍕
• Restaurants vouchers 🍔