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

Skills

Key technologies and capabilities for this role

Customer Relationship ManagementAccount ManagementRetention SupportChurn ManagementCustomer FeedbackBilling CoordinationContract ManagementRenewal SupportOutbound CommunicationFinancial ProcessingUpsell Opportunities

Questions & Answers

Common questions about this position

Is this position remote?

Yes, this is a remote position.

What is the salary for this role?

This information is not specified in the job description.

What skills or experience are required for this position?

This information is not specified in the job description.

What does the company culture or work environment look like?

This information is not specified in the job description.

What makes a strong candidate for this Customer Success Specialist role?

A strong candidate would demonstrate experience in stakeholder relationship management, customer retention, account health monitoring, and cross-functional collaboration, as inferred from the listed responsibilities.