Customer Success Specialist (B2C)

Job Overview

As a Customer Success Specialist at Starlinks, your primary responsibility will be to ensure the success and satisfaction of our customers. You will work closely with clients to understand their needs, address any issues, and drive value from our products and services

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Main Job Responsibiliti

• es
  Build strong relationships with customers to understand their goals, challenges, and requiremen
• ts.Serve as the main point of contact for customer inquiries, requests, and escalatio
• ns.Proactively engage with customers to ensure they are deriving maximum value from our servic
• es.Collaborate with internal teams to address customer needs and resolve issues in a timely mann
• er.Ensure all relevant SOPs, SLAs, Processes and Customer Communication/Engagement tools for the department are fit for purpose and implemented across all custom
• ersIdentify opportunities for upselling or cross-selling additional products or services to existing custome
• rs.Monitor customer usage metrics and identify trends or patterns that may indicate opportunities for improveme
• nt.Develop and maintain a deep understanding of Starlinks' servic
• es.Document customer interactions, feedback, and resoluti
• onsDevelop financial and commercial Reports, Operational Performance Dashboards, derive and present regular insights to manage and present operational and commercial internal and customer related KPIs for continuous improvement purpose
• s –Manage the customer relationship including response to business-critical iss
• uesCollaborate with the sales team to renew customer contracts and drive customer retenti
• on.Create relevant business review processes and operational alignment activities to ensure customer set KPIs are proactively communicated and me
• t –Participate in customer success initiatives and projects aimed at enhancing the overall customer experien
• ce.Manage and maintain the client contract renewals and re-negotiations including the timeline for discussions and key dates & milestone
• s –Establish quality metrics and results to identify recurring control issues and track tren
• ds.Seek and develop new business opportunities with the customer base and ensure that each customer has a development plan for new business and opportunitie
• s –Ensure consistent process for preparation and management of the customer key business metrics and performance measure
• s –Ensure the invoicing and payment processes are owned and managed, including the checking of and validation of the invoicing prior to issu
• ingEnsure collaboration with Operations, finance and sales to solve issues and challen
• gesWork towards continuously improving Customer Satisfaction Sc
• oreServe as a single Point of Contact for the Custo
• merConduct weekly, monthly and quarterly business Revi

ews
Job Requireme

• nts:
  Bachelor’s degree in Business Administration, Marketing, Supply Chain, or a related f
• ield.2+ years of experience in customer success, account management, or customer service, preferably in the logistics or supply chain indu
• stry.Experience in handling customer relationships, escalations, and account management is a
• plus.Experience in logistics, e-commerce, or supply chain indu
• stry.Knowledge of CRM tools, customer engagement platforms, and reporting soft
• ware.Familiarity with contract management and commercial negotiation proce