Job Purpose
Customer Success Specialist (CSS) is empowered to manage customer experience, relationship and satisfaction across the end-to-end journey of our customers. This job sits across the Deal Management and Order to Cash forming a critical part of the Customer Fulfilment Cycle. It delivers end-to-end customer support, from contract and account set-up, through to order and payment. CSS provides Consistent, Adaptive, Reliable and Easy experiences to our customers.
Principal Accountabilities
As a Customer Success Specialist, you will be accountable for B2B customers to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This is a key enabler to drive best-in-class CX and to ensure maximum customer-centricity.
This role may focus on some or all the accountabilities below, depending on the respective business size and complexity:
- Deal Management (accountable for Bid and Tender, Contract Management, Pricing, Master Data, Data Integrity Management, enforcing company’s policy and contracts, Ensuring compliance).
- Order to Cash (responsible for Order Management, Touchless Support and Set-up, Dispute Management ensuring invoices are correct and paid on time, Building strong relationships and creating partners (customers) for life, understand customer’s issues and to drive resolution and improvements).
- Scheduling To perform scheduling services and activities that support and facilitate outbound shipments locally.
