Customer Success Specialist II, MM at RingCentral

Manila, Metro Manila, Philippines

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, TelecommunicationsIndustries

Requirements

Not specified

Responsibilities

Stakeholder Relationship Management: Develop and maintain strong relationships with stakeholders to address customer concerns promptly and effectively
Retention Support: Provide inbound retention support and reactive account management services to mitigate customer churn and foster loyalty
Account Champion: Act as an account champion by proactively engaging clients through outbound communication and management efforts
Feedback Gathering & Insights: Gather customer feedback, share valuable insights with internal teams (Sales, Marketing, Product, Technical Support, Operations, Finance, and Engineering), and collaborate on improvement initiatives
Account Support: Work with CSMs to address a variety of account-related inquiries, including contract details, device returns, and shipping concerns
Financial Responsibilities: Facilitate and coordinate financial responsibilities, such as processing refunds, managing tax exemption requests, and evaluating credit limit increases
Renewal Support: Assist with account renewals by preparing comprehensive pricing sheets outlining current entitlements, billing information, and potential upsell opportunities
Churn & Downsell Management: Review, audit, and advise on churn and downsell situations, ensuring all necessary information is accurate and complete before submitting for approval
Relationship Building: Continuously enhance customer relationships by building trust, addressing their unique needs, and actively seeking opportunities to exceed expectations
Account Health Monitoring: Monitor customer health scores, identify potential risks, and develop tailored strategies to promote account growth and improve customer satisfaction
CRM Maintenance: Maintain accurate and up-to-date customer records in the CRM system to ensure seamless communication and handoffs between internal teams
Industry Awareness: Stay informed about industry trends, product updates, and competitive landscape