Customer Success Advocate I with German
PL
Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.
Why we need this role?
What you will do:
- Implement customer success plans using standardized journey templates to set customer expectations and ensure they are prepared for key milestones through the lifecycle (Get, Use, Pay & Renew), reinforce ecosystem hand-offs, and empower customers to self-serve.
- Leverage and manage overall customer metrics, which include customer usage data, health indicators (disconnects, credits, orders, churn propensity scores, NPS), and renewal dates with a holistic view that aligns with customer objectives/success metrics.
- Evaluate current product and portal adoption maturity level (depth and breadth) and address roadblocks by leveraging digital marketing slicks, adoption articles and other templates.
- Know the Colt portfolio offerings well enough to recognize a potential opportunity for expansion and ask appropriate questions to further qualify the opportunity, partnering closely with sales.
- Implement revenue management practices, driving accountability and alignment of our operations and financial goals; revenue retention and growth strategies which include value realization, renewal execution, risk management and customer growth/expansion.
- Communicate, escalate, and drive mitigation plans cross-functionally to de-risk accounts; handle urgent customer concerns and escalate internally when necessary (i.e., Service Improvement Plans).
- Partner with sales, delivery & support to ensure successful deployment of solutions and services including periodic first bill reviews and audits to minimize billing disputes.
- Responsible for renewal and re-rate implementation via contract end-date management, leveraging renewals to influence customer technology evolution while incorporating on-net migrations that improve Colt profit margins.
What we're looking for:
- Experience: 2+ years customer success or account management experience
- Fluent German and English language
- Education Level: Bachelor's Degree or equivalent work experience
- Experience working with and supporting enterprise customers and responding to needs with empathy and integrity
- Strong communication and interpersonal skills with ability to build relationships within customer accounts
- Ability to problem solve on behalf of customers while adhering to internal policies and process
- Technical aptitude to learn the basics of data networking technologies, products, and features
- A high level of accuracy and attention to detail with good organizational capabilities
- Ability to prioritize and respond to customer data points and insights
- Prioritize high volume of tasks with strong time management skills
- Ability to quickly learn various software, web-based platforms, and systems in accessing data
What we offer you:
Looking to make a mark?
At Colt, you’ll make a difference. Because around here, we empower people. We don’t tell you what to do.
Instead, we employ people we trust, who come together across the globe to create intelligent solutions.
Our global teams are full of ambitious, driven people, all working together towards one shared purpose: to put the power of the digital universe in the hands of our customers wherever, whenever and however they want.
We give our people the opportunity to inspire and lead teams, and work on projects that connect people, cities, businesses, and ideas. We want you to help us change the world, for the better.
Diversity and inclusion
- Inclusion and valuing diversity of thought and experience are at the heart of our culture here at Colt. From day one, you’ll be encouraged to be yourself because we believe that’s what helps our people to thrive. We welcome people with diverse backgrounds and experiences, regardless of their gender identity or expression, sexual orientation, race, religion, disability, neurodiversity, age, marital status, pregnancy status, or place of birth.
Most recently we have:
- Signed the UN Women Empowerment Principles which guide our Gender Action Plan
- Trained 60 (and growing) Colties to be Mental Health First Aiders
- Please speak with a member of our recruitment team if you require adjustments to our recruitment process to support you. For more information about our Inclusion and Diversity agenda, visit our DEI pages.
Benefits
Our benefits support you through all parts of life, for both physical and mental health.
- Flexible working hours and the option to work from home.
- Extensive induction program with experienced mentors and buddies.
- Opportunities for further development and educational opportunities.
- Global Family Leave Policy.
- Employee Assistance Program.
- Internal inclusion & diversity employee networks.
A global network
- When you join Colt you become part of our global network. We are proud of our colleagues and the stories and experience they bring – take a look at ‘Our People’ site including our Empowered Women in Tech.
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