Job Description

Overview

This is a strategic customer-facing role responsible for platform adoption success achieved by driving adoption efforts and building strong customer relationships. You will be a trusted advisor and thought-leader responsible for helping customers realize business outcomes with CX Cloud through understanding their business challenges, priorities, and needs. This is a high-touch role, where you will manage customers across theatre.

The CSS lives the values of our client which are: -
1. Responsibility: The CSS represents the client and is the face of the brand to the outside world.
2. Quality and a Passion for Excellence: We always want to shoot for the best possible result.

The CSS is expected to project a professional company image through various communication channels.

Qualifications

Education background:

• Bachelor\xe2\x80\x99s Degree on tech-related field
• Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehension) https://www.coe.int/en/web/common-european-framework-reference-languages/level-descriptions

Work experience:

• 1-2 years\xe2\x80\x99 experience in Customer Support in a technical environment
• Strong business awareness and understanding of key market drivers within IT/networking industry and relevant country of support
• Selling Business Outcomes competencies
• Call centre experience is not a \xe2\x80\x98must\xe2\x80\x99 but would be a distinct advantage.

Candidate Skills:

• Must be able to speak, read and write in the Native Language required
• Customer service or sales experience and/or Telephone sales competencies
• IT knowledge
• Relentlessly sales- and results-driven
• Relentlessly customer-centric (i.e., solving customer problem first and working back to the technology)
• Digitally savvy with a relentless desire to keep up to date on Cisco.com and other sources of digital information to help customers find what they need
• Emotional and analytical competence
• Proactive
• Innovative
• Selling skills / Ability to break through gate keeper / Get to decision maker
• Professional and courteous with strong customer service orientation
• Ability to interact professionally with individuals from various backgrounds
• Technical proficiency (i.e., familiarity with common business software, contact center systems, and internet navigation) Strong organizational skills to meet deadlines and the ability to work on multiple tasks simultaneously
• Assertive and effective communication in Spanish, English and another, if applicable
• In front of the camera skills
• anager profile, ability on prioritize time and tasks
• Long-list customer portfolio management based on events tracking an account prioritization

Responsibilities

(May perform other duties as requested that may not be specifically addressed in this document)

Overview of CSS Role:

• CSS represents the brand, the culture, and the values of the client
• Your attitude and how you behave will determine how our client is perceived by its customers
• It is imperative that the CSS maintains a positive, empathetic, and professional attitude towards customers at all times
• Customer concerns must be handled positively and professionally
• Must interact, support, be open to receiving feedback and reporting issues on behalf of our customers

Responsibilities and Accountabilities

• Manage 35+ high touch CX Cloud customer engagements
• Drive usage and adoption activities as defined in the CXIM playbook to ensure a customer\xe2\x80\x99s success. Activities include but are not restricted to detailing customer\xe2\x80\x99s goals and developing a plan for their success; establishing success metrics; identifying potential roadblocks and providing prescriptive recommendations
• Report, maintain accurate activity and engagement records for your customers to ensure data integrity in business reporting
• Maintain a deep understanding of the CX Cloud platform and be able to educate customers on the most relevant features/functionality for their specific business needs
• Collect and input customer feedback into feedback management tool (AHA)
• Monitor and report on the health/risk of assigned accounts and implement intervention strategies to foster retention
• Participate in internal and external account reviews to communicate ROI measurements, progress against goals, and address identified adoption barriers
• Execute customer feedback surveys given post onboarding and midway through engagement process
• Build and nurture a pipeline of reference customers
• Drive customer participation and attendance to local user communities/events/webinars/etc. as applicable

Teleperformance