We are a creative agency based in Sant Cugat (Barcelona area) offering marketing, events, design and training services. We are currently looking for a Customer Success Manager to work for one of our main clients, the multinational technology company HP (Hewlett-Packard). This is an excellent opportunity for a candidate with a background in marketing, communication or business to join our team and develop her/his analytical and engagement enhancement abilities, managing customer interaction.
You will work in HP’s office in Sant Cugat, providing support to customers regarding 3D subscriptions to meet their needs and proactively foresee future requirements or improvements. In this context, you’ll join a dynamic and creative team coming from different countries and be involved in communications with a diverse range of interlocutors.
Your responsibilities• Onboard customers to the service within HP's tools and systems and assist customers with questions and education about the service. Communicate status to HP Planning, Sales, and Resellers. • Monitor admin dashboards daily and resolve any issues with customer jobs.• Monitor dashboards of customer usage and order supplies and LTCs, as required, to ensure customers do not run out of supplies.• Update and lock pricing plans, as needed.• Monitor customer billing cycles and initiate the invoice at the end of each customer's billing cycle.• Provide daily/weekly reports/summary of customer feedback and insight from processes and share with the program team.• Proactively reach out to customers, answer questions, and trouble-shoot issues they may have with the service.• Record all customer interactions, status changes, and other information in Customer database along each step of the journey.• Support of customers to ensure customer satisfaction with the offer and HP overall.
Your Background and Skills• Academic Degree in Marketing, Communications, Business or in a Technical field • 7+ years in customer service or support role is preferred.• Mandatory fluent English and German (spoken and written)• Exceptional communication skills, both written and verbal• Great communicator with customers, with ability to understand their needs and communicate in a timely manner.• Strong knowledge of spreadsheets, dashboards, Microsoft Outlook.• Strong attention to detail and excellent ability to exchange information• Expert in customer interaction and engagement.• Ability to quickly learn new technology• Proactive approach and customer oriented• Previous experience and clear understanding of service business model.
What we offer• A rewarding international and multicultural environment• Main location: Sant Cugat (Barcelona area)• Starting Date: At the end of January
If you meet the standards, please do not hesitate and join our team. We will be pleased to know you!