Work Description

Kofana Digital is looking for a Customer Success Specialist to help us improve the experience of our customers.

The Customer Success Specialist plays a critical role within Kofana Digital Customer Success Team, serving as a strategic advisor and technical expert with hands-on salesforce product expertise to support the company’s largest, most complex premier customers. The Customer Success Specialist primarily engages with customers to increase product awareness, drive industry best practices, and provide transformational recommendations that improve product adoption and overall business value.

Our ideal candidate must be passionate about using analytical skills to identify problems, find innovative solutions, and improve relationships. Your main motive is to consistently improve customer experience and work for the growth of the company’s business.

Responsibilities

• Drive expansion and adoption of our software and services.
• Engage with Premier customers to accelerate specific business initiatives and improve overall product value and adoption
• Deliver cloud-specific Accelerators (Sales, Service, Marketing, Platform, etc.) to premier customers
• Accelerator delivery includes facilitating customer meetings, tailoring deliverables, and producing quantifiable business outcomes while delivering time-bound, scoped customer engagements
• Collaborate, problem solve, and/or strategize upcoming client meetings with team members
• Lead complex engagements and drive best practices with Premier customers
• Facilitate high impact, cloud-specific workshops targeted at all levels of an organization to accelerator a specific business initiative
• Identify and proactively manage risk areas, scope and customer expectations that could impact successful delivery
• Share the latest status of service quotas with customers at regular intervals
• Prepare and share monthly customer service reports with customer
• Manage all billing activities with customer

Position Requirements

• Excellent written and verbal English communication. This is a must and please don't apply if you don't have confidence in your English skills. 
• A Bachelor's Degree in Business Administration, Industrial Engineering, Mathematical Engineering, Management Engineering or related field
• Fresh graduate or have maximum 2 years work experience
• Understanding of project management methodologies, business analysis, change management, user adoption, release management, and governance
• Able to handle objections, prioritize customer issues and collaborate with manager and colleagues to effectively drive resolution
• Well-developed learning skills and attitude
• Good communication and negotiation skills
• Ability to deliver engaging presentations
• Familiarity with MS Excel (analyzing spreadsheets and charts)
• Experience with CRM and analytics tools i.e. Salesforce.com would be a plus.