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Activation Specialist - Customer Succes

Employer
Manpower Ireland
Location
Dublin
Salary
EUR30000 - EUR40000 per annum
Closing date
19 Feb 2019

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Sector
IT, Multilingual
Job Type
Permanent
Hours
Full-time
You'll play an important role in delivering the value of our client to their enterprise and mid-market customers. You will support the Solution Architects, Customer Success and EMEA Sales team in driving retention of accounts.


Responsibilities:

* With a prioritised group of high-value customers - partner with decision makers to align and drive a path to activation, deployment and retention
* Establish and maintain trusted adviser relationships with customers from the C-level to the front line, both within IT and business units
* Prioritise underperforming accounts, at-risk renewals and revenue generating opportunities within the mid-market segment; support processes with cross-functional stakeholders, inclusive of customer escalations
* Track customer health to identify go-to-market strategies for driving deployments
* Identify and document common reasons for churn and partner with Dropbox User Support and Product / Engineering to ship solutions
* Develop and demonstrate deep Dropbox product expertise, and a good understanding of our partner platforms.
* Partner with customer teams to develop project and adoption plans and manage their execution
* Work with customers to document existing workflows, identify transformation opportunities and adopt new workflows
* Facilitate requirements gathering and assist with the creation of solutions and project deliverables
* Work cross-functionally to inform requirements for analytics tools, commercial approval paths, and process to support win-backs and renewal saves at scale
* Draft end-user communications, deliver product trainings to key customer stakeholders, and design other change management initiatives.


Experience/Skills Required:

* BA/BS degree
* 1-2 years of experience in technical support operations, professional services, IT consulting, IT
business analysis or similar roles
* Experience in project management and/or change management programs
* Experience in communicating directly with executives, outstanding interpersonal skills, along
with strong verbal and written communication skills
* Ability to contribute to building new processes and systems
* Ability to sort through large volumes of data and drive to insight and action
* Prior experience with CRM systems
* Clear and thoughtful communicator with exceptional critical thinking skills
! * Fluent in English + another European language (German, French, Swedish,
Norwegian, Italian or Spanish) !
* Minimal travel, only as required.
* Eligibility to work and travel in EMEA.

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