As a crucial part of our Product team at Zoho, the Customer Success Specialist plays a key role in delivering an exceptional experience for our new and existing clients.
This team is responsible for the end-to-end onboarding process, ensuring our clients seamlessly adopt Zoho's robust suite of solutions and make full use of its capabilities.
Additionally, you'll gather valuable customer feedback to help refine our products and align them with client needs.
With an extensive portfolio that includes CRM, Marketing automation, Finance, Custom Solution and business intelligence tools, Zoho empowers organizations of all sizes to run their businesses with cutting-edge technology.
Your role will involve helping customers get the most out of Zoho's ecosystem by understanding their workflows, tailoring solutions, and enhancing user experience.
The RoleClient Onboarding: Guide our new DHAC/Spanish customers through a structured onboarding process via meetings, video calls, and email, ensuring they fully implement Zoho's solutions within their organization.Consultative Approach: Understand the industry and customer business and provide a customized, consultative experience for each client to ensure their accounts are set up optimally and that they gain maximum value from Zoho's suite of applications.Product Training: Lead product training sessions to both new and existing clients, familiarizing them with Zoho apps features and capabilities for optimal adoption and usage.Customer Meet-ups: Organize regular in-person or virtual meet-ups with customers for demos, workshops, and training sessions to build strong relationships and reinforce product usage.Feedback and Improvements: Listen to and understand clients' challenges and needs, gathering feedback to share with the Product team to refine and improve the Zoho experience.Customer Success Insight: Spot opportunities for further product customization and share insights that can improve the customer journey and expand market reach.RequirementsCommunication level English and fluency in German are mandatory for this role.Minimum Experience: Have at least 3-5 years of experience implementing journeys and features in an agile development lifecycle.Expertise: Hands-on experience as an end-user in IT implementation with Zoho CRM, the Zoho suite of applications, or any equivalent CRM application is essential.Customer-Facing Experience: Minimum of 2 years in a Front Office or Relationship Manager role is highly desirable.Language Skills: Fluent German speaker and proficient in English.Proactive Attitude: You take ownership of ensuring accounts are fully activated and that clients have a smooth, successful onboarding experience.Quick Learner: You're eager to become an expert in Zoho's software and can quickly adapt to product updates.Problem Solver: You have a solution-focused mindset, capable of troubleshooting unexpected client challenges and offering creative workarounds.Analytical Mind: With a deep understanding of client needs, you'll share insights with the Product team to enhance our solutions and help Zoho stay competitive.Customer-Centric: Experience in customer-facing roles is a plus, but a positive attitude and desire to create happy, successful customers is essential.SaaS Experience: Background in SaaS, startup, or scale-up environments is advantageous.Documentation Skills: Strong writing skills for creating product documentation, tutorials, and training resources.Willingness to Travel: Ready to visit clients as needed for demos, workshops, and training sessions.It is important for the applicant to hold a national or EU passport, have a valid work authorization and be within commutable distance.
The successful candidate will be subjected to background verification in compliance with the national legislation and market standards.
Join our team of customer-centric marketers who are passionate about driving growth and success in the Spanish region.
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