Customer Success Advocate I with German

Miejsce pracy: Poznań

Your responsibilities

Implement customer success plans using standardized journey templates to set customer expectations and ensure they are prepared for key milestones through the lifecycle (Get, Use, Pay & Renew), reinforce ecosystem hand-offs, and empower customers to self-serve.
Leverage and manage overall customer metrics, which include customer usage data, health indicators (disconnects, credits, orders, churn propensity scores, NPS), and renewal dates with a holistic view that aligns with customer objectives/success metrics.
Evaluate current product and portal adoption maturity level (depth and breadth) and address roadblocks by leveraging digital marketing slicks, adoption articles and other templates.
Know the Colt portfolio offerings well enough to recognize a potential opportunity for expansion and ask appropriate questions to further qualify the opportunity, partnering closely with sales.
Implement revenue management practices, driving accountability and alignment of our operations and financial goals; revenue retention and growth strategies which include value realization, renewal execution, risk management and customer growth/expansion.
Communicate, escalate, and drive mitigation plans cross-functionally to de-risk accounts; handle urgent customer concerns and escalate internally when necessary (i.e., Service Improvement Plans).
Partner with sales, delivery & support to ensure successful deployment of solutions and services including periodic first bill reviews and audits to minimize billing disputes.
Responsible for renewal and re-rate implementation via contract end-date management, leveraging renewals to influence customer technology evolution while incorporating on-net migrations that improve Colt profit margins.

Our requirements

Experience: 2+ years customer success or account management experience
Fluent German and English language
Education Level: Bachelors Degree or equivalent work experience
Experience working with and supporting enterprise customers and responding to needs with empathy and integrity
Strong communication and interpersonal skills with ability to build relationships within customer accounts
Ability to problem solve on behalf of customers while adhering to internal policies and process
Technical aptitude to learn the basics of data networking technologies, products, and features
A high level of accuracy and attention to detail with good organizational capabilities
Ability to prioritize and respond to customer data points and insights
Prioritize high volume of tasks with strong time management skills
Ability to quickly learn various software, web-based platforms, and systems in accessing data

Why we need this role?

Supports Sales, CRM and SCM on operational requests to deliver a professional level of service to customers, handling customers request and complaints as well as providing general administrative support to Sales and Customer Success teams within agreed KPIs.

Colt Technology Services

Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.

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