Enterprise Customer Experience Specialist
Há 12 horas
About the Role: Prometheus Group's Customer Success Department is looking for a skilled professional to join our growing team. In this role, you will be responsible for understanding customer needs and preferences to develop effective engagement strategies. You will connect with our customers daily to identify key stakeholders and establish collaborative relationships between our organization and customers. Key Responsibilities include: Forge strong relationships with new customers to understand their objectives Develop an engagement strategy and plan for achieving customer objectives throughout the customer journey to prevent churn Represent the voice of the customer to provide input into every core product process Monitor customer usage, adoption, and health metrics Work collaboratively with customers to support ongoing successful adoption of our platform and drive additional value throughout the subscription term Perform regular business reviews with customers (virtual and on-site) to confirm satisfaction, resolve technical issues, and drive successful product adoption Drive cross-functional initiatives to improve the overall customer experience and lead to greater satisfaction and loyalty among customers Leverage new and existing tools, processes, and best practices to ensure customers are realizing the greatest possible value from our platform Be proactive in conducting discovery with customers on opportunities and handle any objections to ensure predictability of successfully closing those opportunities Manage your assigned account pipeline via weekly forecasts and daily collaboration with your direct manager Maintain impeccable administration of your accounts in our CRM system Requirements: Bachelor's degree or equivalent work experience and education preferred Fluency in Spanish and Portuguese Experience with MS Office (Word and Excel) Experience with Salesforce or other CRM systems preferred Familiarity with standard concepts, practices, and procedures with software implementation and rollout Ambitious self-starter with high energy, passion, drive, and motivation Excellent verbal and written communication skills Excellent time management and organization skills Superior customer service skills Strong collaborative and teamwork skills Ability to work with minimal supervision Ability to build rapport with customers via phone, email, and video conferencing What'll make you stand out? ERP system experience (Oracle, SAP) Experience in the software industry Functional understanding of plant maintenance workflow, including both routine and shutdown/turnaround maintenance Prior Customer Success Management experience is a plus At Prometheus Group, we are committed to providing equal employment opportunities and affirmative action to all employees and applicants. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity, age, protected veteran status, disability, or other legally protected characteristics.
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