Customer Success Specialist

Zoho UK; Milton Keynes; On-site; GBP 30,000 - 50,000; Full time

Job description

Who we are:

Zoho is a privately held, bootstrapped and profitable cloud software company. We aim to become one of the largest B2B SaaS providers worldwide committed to solving business problems through our deep technology expertise and superior customer experience. We believe in experimentation, iteration, and following your instincts.

As a Customer Success Specialist, you will help new mid-market and enterprise customers transition smoothly from the sales process to actively using our products and services. You will work closely with the technical onboarding team to guide customers through their initial months, ensuring they understand and successfully adopt our solutions. By building strong relationships and helping them achieve key goals, you will contribute to their early success and enhance long-term customer satisfaction and retention.

Key Responsibilities:

1. Serve as the primary point of contact for new customers during their onboarding journey.
2. Proactively reach out to customers and encourage participation in onboarding sessions.
3. Participate in onboarding sessions, track customer progress, and ensure they reach key success milestones.
4. Respond to customer inquiries via chat.
5. Collaborate with internal teams to address customer needs, solve issues, and remove barriers to success while proactively addressing concerns to reduce churn.
6. Conduct a survey at the final stage of onboarding to gather feedback and complete the sign-off process.

Requirements:

1. 3+ years in a customer-facing role, such as customer onboarding, customer success, support, or account management, preferably in SaaS or technology services.
2. Ability to understand customer needs, troubleshoot issues, and work with internal teams to resolve problems quickly.
3. Focus on helping customers achieve success and ensuring a positive experience throughout the onboarding process.
4. Comfortable learning and explaining software solutions.
5. Excellent verbal and written communication skills to build strong relationships and explain solutions clearly to customers.
6. Comfortable working independently in a distributed and remote environment.
7. Open to learning from customer feedback and continuously improving the onboarding process.

Benefits:

1. Competitive salary package aligned with candidate's qualifications, experience, and the market value of the role.
2. Supportive and inclusive work environment.
3. Participation in coaching and mentoring schemes.
4. Company Pension Scheme.
5. MacBook, mobile, and paid SIM.
6. Company provided lunch.
7. A vibrant international environment.
8. Reimbursement of approved business expenses.

It is important for the applicant to hold a national or EU passport, have a valid work authorization, and be within commutable distance. The successful candidate will be subjected to background verification in compliance with the national legislation and market standards.

Join Zoho Corporation Europe today and be part of a company that is revolutionising the way businesses operate. Together, let's shape the future of business software!