Customer Success Specialist (Italian)

on

Where: Krakow (Poland)

Extent of Work: Full Time

Click here to apply in English

Job Description:

Customer Operations is in its journey to provide the best in market customer experience for our Customers and Business Partners in Shell. We create a great place for commercially minded individuals who thrive working with customers and who want to grow their experience in agile, digital and e-commerce initiatives. 

What’s the role?
As a Customer Success Specialist, you will be accountable for a certain customer portfolio 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.

Where You Fit In? 
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.

More specifically, your role includes:

  • 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, Credit Management, ensuring invoices are correct and paid on time, Building strong relationships and creating partners (customers) for life, understand customer’s issues and drive resolution and improvements) 
  • Sales Support (Manage existing customer portfolio of business, Manage customer relationship virtually, Analyst reports and identify, manage areas of underperformance, Champion the sales process with a strategic mindset, Manage key sales process steps as agreed with respective business, Data-driven sales recommendation)

Requirements:

In this position, you should have a lot of motivation to work, also be a team player who has strong communication skills. We have hope to see as many of the following as possible on your CV:

  • Knowledge of Italian (min. B2).
  • Working proficiency in English. 
  • Strong Communication and Influencing skills.  
  • Previous experience in data Analytics & Insights and the Digital environment.  
  • Demonstrated ability and commitment to build Customer Success.
  • Knowledge of Customer-Centric Design. 
  • A good understanding of Commercial & Economic Acumen and Value Chain methodology. 
  • The ability to lead and drive Continuous Values.  
  • Attention to details when dealing with Data Management and high focus on Compliance.  
  • Proven experience in Contract Management.

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