Customer Success Specialist

at Informa Tech
Location San Antonio
Date Posted August 5, 2022
Category Call Centre / CustomerService
Job Type Not Specified


Job Description

Informa Tech s research division, Omdia, is looking for a Customer Success Specialist, to support our Customer Success efforts in the Americas region.

Sitting at the heart of the Informa Tech portfolio, Omdia reaches over 4 million technology decision makers, influencers and practitioners that form part of the wider Informa Tech community. Omdia is a leading research and advisory group focused on the technology industry. With clients operating in over 120 countries, Omdia provides market-critical data, analysis, advice and custom consulting.

The role of the Customer Success Specialist is to be the voice of the customer, escalate problems promptly and effectively, and proactively help our customers get the best out of their subscription. This is an excellent opportunity for a Customer Success Specialist looking to employ your support and customer services experience in a B2B environment where you can gain a breadth of experiences and develop your skills within a dynamic and challenging environment.

Key responsibilities & activities

Primary source for routing and managing incoming calls and emails into the service queue in Salesforce

Working with customers through the engagement lifecycle to drive value and customer satisfaction

Ensure that all activities with clients are logged and managed in Salesforce

Navigate the internal systems and processes to ensure the highest level of support

Participate in business improvement initiatives and client escalations as appropriate

Work closely with sales and research teams to align on customer engagement

Grow product knowledge to effectively communicate with customers, problem solve and drive to a successful outcome

As the voice of product end users, capture and represent their business requirements and feedback to internal stakeholders

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