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Customer Success Specialist

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beqom

1mo ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Quick Apply

AI generated summary

  • You must have strong customer relationship skills, proven support experience, excellent communication, analytical thinking, knowledge of MS SQL and Azure, project management experience, and ITIL familiarity.
  • You will manage incident lifecycles, ensure SLA compliance, communicate with stakeholders, troubleshoot issues, generate reports, and maintain a knowledge base while providing remote support.

Requirements

  • Demonstrate a high level of ownership in managing relationships with customers.
  • Proactively engage with customers to understand their needs, address concerns, and ensure overall satisfaction.
  • Proven experience in a customer support or technical support role.
  • Excellent communication and interpersonal skills.
  • Strong organizational and time-management abilities.
  • Familiarity with SLA management and incident resolution processes.
  • Ability to collaborate effectively with cross-functional teams.
  • Analytical thinking and the ability to understand complex problems quickly.
  • Structured and solution-oriented way of working, even under pressure.
  • Self-confident to drive conversations with customers.
  • Fluent in English.
  • A self-starter and proactive mindset.
  • General knowledge of MS SQL and Database.
  • General knowledge of the Windows Azure infrastructure and Cloud/SaaS business applications.
  • Experience with managing small projects.
  • Experience with Support & ITIL processes.

Responsibilities

  • Take ownership of the entire incident lifecycle, from initial customer contact through resolution, and coordinate, and collaborate with cross-functional teams to ensure efficient incident resolution
  • Work closely with senior stakeholders and team members to communicate ongoing incident progress and updates. Provide clear and concise reports on incidents, ensuring all relevant parties are informed of developments.
  • SLA Management - Take responsibility for defining and adhering to Service Level Agreements (SLAs) between the company and customers. Monitor and track incidents against established SLAs, taking proactive measures to address any deviations.
  • Manage incidents for our customers around the world. - Incident/Escalation Manager role.
  • Work with the queues and case tracking system, effectively triage, resolve, or assign application issues to appropriate teams while maintaining high levels of customer satisfaction during the currently established hours of operation;
  • Be able to constantly track every request from the beginning until its escalation or resolution;
  • Take part in follow-up meetings with the different teams of the organization involved in the resolution of a given topic;
  • Handle directly the troubleshooting phase including phone communication and remote sessions with the stakeholders;
  • Generate reports from Zendesk, meet with customers, and provide status on a regular basis.
  • Update, maintain, and enhance the knowledge base;
  • Be able to provide remote on-call shifts to make sure our customers are happy!

FAQs

What is the primary purpose of the Customer Success Specialist role?

The primary purpose of the Customer Success Specialist role is to manage customer incidents on a 24/7 schedule, support beqom’s solution and its ecosystem, and ensure overall customer satisfaction during a period of hypergrowth for the company.

What previous experience is preferred for candidates applying for this position?

Candidates are preferred to have previous experience in Customer Support, particularly in international environments.

What are some key duties of the Customer Success Specialist?

Key duties include taking ownership of the entire incident lifecycle, managing incidents for customers globally, SLA management, collaborating with cross-functional teams, troubleshooting issues, and generating reports.

What essential skills should candidates possess?

Candidates should demonstrate excellent communication and interpersonal skills, strong organizational and time-management abilities, familiarity with SLA management, analytical thinking, and a proactive mindset.

Is proficiency in a specific language required for this role?

Yes, fluency in English is required for this role.

What is the company's stance on learning and development?

The company promotes a dynamic environment that favors initiative and autonomy, offering great opportunities for on-the-job learning and professional growth.

Are there any preferred qualifications for this role?

Nice to have qualifications include general knowledge of MS SQL, Windows Azure infrastructure, experience with managing small projects, and familiarity with Support & ITIL processes.

Will the Customer Success Specialist be required to work on-call shifts?

Yes, the Customer Success Specialist will be required to provide remote on-call shifts to ensure customer satisfaction.

What is the work environment like at beqom?

The work environment at beqom is dynamic and encourages initiative and autonomy, providing an opportunity to collaborate with talented professionals globally and drive meaningful change in compensation management.

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beqom

Introducing CompComplete. See all that comp can become.

Technology
Industry
201-500
Employees
2009
Founded Year

Mission & Purpose

Beqom is a company that provides cloud-based compensation management and performance management solutions for enterprises. They specialise in offering software that helps organisations manage and optimise their compensation strategies, including salary, bonuses, and other rewards, while aligning them with overall business objectives. Beqom’s ultimate mission is to empower organisations to drive employee engagement and business success through innovative, integrated solutions that enhance transparency and fairness in compensation management. Their purpose is to streamline and transform how companies handle their compensation processes, ensuring alignment with organisational goals and improving overall workforce satisfaction and performance.