| Requirements: |
International information
provider seeks a Product Specialist to cover the UK and Africa, also serve
and support revenue growth and customer retention, specifically in the
area of product utilization, ensuring that the client receives maximum
value and benefit. Responsible for serving as a knowledgeable resource
to other business associates and customer in the areas of industry, best
practices, and product usage.
Responsibilities:
Responsible for partnering
with Sales to provide the best possible customer experience to support
new customer business, existing customer retention and existing customer
growth through on-site support, training, and integration of services within
customer workflows. The goal is to facilitate excellent customer service
as a value differentiator
Supporting customers
and Sales in both pre-sale and post-sale activities in the effort to increase
revenue and maximize retention. Activities include but are not limited
to: business analysis/ training implementation and delivery/ training documentation
development/ adoption analysis and solution recommendation & implementation/
problem-solving/ on-going support as these activities relate to the use
of all related products
Acting as the leader
and primary liaison between business unit and customer base with issues
relating to product & technology in the areas of: hardware/ software
configuration, product installation, data definition, mapping & integration
Providing customer training
via on-site visits, WebEx, phone or email to incorporate companys services
into their workflow and drive customer satisfaction and retention
Action top tier escalations
for all supported products and services. Providing follow-up as appropriate
Monitoring, collecting
and reporting knowledge collected from customer interactions, together
with an integrated knowledge of internal systems and cross-departmental
operations. Add into CRM for future reference
Preparation for customer
visits to include company research, training documents, liaise with Sales
teams for any problems that may be encountered, etc
Assisting in creating
and maintaining a proactive and positive environment with customer care,
sales, marketing and other departments that impact customers
Interacting with 3rd
party vendors. Participating in training and relationship building through
joint on-site customer visits, mutual training and customer support
Regularly attending
management, sales, and editorial meetings to present core information,
keep communication channels open between departments and to be kept informed
of all changes regarding clients and markets
Discovering up-sell/cross-sell
opportunities for products and services during client calls/on-site visits
and pass on these leads to respective sales colleagues
Adopting technical products
and product portfolio via education and problem resolution for the appropriate
business unit
Collecting, reporting
and acting on voice of the customer feedback acquired from customer interactions.
Recommend process improvements based on feedback
Acting as subject-matter-expert
in agreed upon area within Product Specialist team and sales in one of
the four areas but not limited to: management, customer needs, technology,
and training
Managing and delivering
special projects assigned by leadership for the benefit of the customer
support teams
Ideal candidates will be/
have
Previous face to face
and virtual training experience working with people of all levels essential
Proven ability to train
people at all levels
Proven ability to work
alone as well as in a team and work to tight deadlines
Regular travel throughout
Africa will be required for this position. The Product Specialist will
be required to travel to Africa every 1-2 months
Proactively understand
customers' needs and absorb critical information that could result in additional
revenue, potential down-sizing
Possess technical knowledge
to support and train companys services to both internal and external Customers
Ability to influence
individuals at all levels, give opinions and justifications
Use organizational/
time management skills to prioritize workload, schedule trips and training
sessions
Proficiency in Microsoft
Office packages
Ability to set up internet
connections/ wireless internet connections
Computer literate with
the ability to learn customer service software applications
Ability to analyze processes
and procedures, identify and present necessary changes and involve and
gain the commitment from all associates and other business units as part
of any change process
Flexible approach to
cover colleagues work when needed
Possess exceptional
listening, written and oral communication skills to facilitate communication
and interaction with all staff levels and customers
Additional European
language(s) - advantage
Customer service experience,
complex problem solving experience to be able to assist clients
Ability to work under
pressure and with short lead times
Experience with CRM
systems for recording transactions and reporting metrics
Ability to work through
quality management issues constructively and time
Experience in a solutions-
selling/ technology industry role preferred
All applications must
state salary required and notice period.
Only CV's fulfilling
the above criteria will receive replies. |
