Customer Success Specialist

We are currently seeking a Customer Success Specialist who will be a part of the Kazakhstan Commercial Team.

Customer Success Specialist is a pivotal agent in the successful go-to-market of gfknewron. Actively servicing client users on trials and further ahead first subscribing customers, the role will be focused on driving gfknewron user adaption and satisfaction. This requires both a firm understanding of the Technology & Consumer Goods industries as well as the ability to grow customer intimacy through regular (daily/weekly) engagement. For strategic accounts the CSM is also expected to organically grow into the client organization and provide field colleagues with opportunities to cross and upsell in addition to existing services.

The Customer Success Specialist role will have the following key accountabilities: 

• Establishes to be a strategic partner to our local (and regional) clients.
• Are an internal and external innovation agent. Drive change for faster reaction to changing market requirements.
• Are experts in their market (industry, products, channels etc.).

Responsibilities (External):

• Understands and works with POS-related data with the client (gfknewron market, possibly also predict and/or consumer) and is the central point of contact.
• Ensures effective and efficient client training and onboarding of new customers.
• Educates customers about the most relevant features/functionalities for their specific business needs.
• Drives adoption rates (i.e. activation, reactivation and engagement) of gfknewron within client organization by demonstrating clear ROI to client to reach our high goals.
• Drives regular gfknewron usage with stakeholders in the client organization.
• Finds and builds, new user base for GfK offerings.
• Develops fact-based answers to complex key business questions. Co-develops use cases with clients that shows the value of GfK data and their outcome for the clients.
• Is a market expert for the handled category / industry segment.
• Delivers insightful high-level presentations and actionable recommendations to our clients.
• Coordinates client services locally (and regionally).
• Co-identifies leads for cross sell and upsell opportunities with the client.
• Helps to improve renewal rate by demonstrating clear business outcome and value.                                                                                                                                                  

Responsibilities (Internal):

• Certified CSM (gfknewron market, predict and consumer certificate) and knows the POS proposition in detail.
• Building solid market and deep POS knowledge.
• Ensures to be updated on relevant knowledge and has deep understanding of platform offerings.
• Collects and provides feedback to product teams on functionality, features etc. of gfknewron platform as well as to ops and other teams on non-platform issues to drive better client experience.
• Collaborates with account management at the pre-sales and renewal stages, co-identifies sales leads.
• Collaborates with other business unit teams to identify opportunities for strategic assignments
• Coordinates internal client services nationally (and internationally).
• Validates / conduct QC to guarantee GfK seal of quality.

In other words: You will make the difference by being the face of our company and its digital solutions!

Qualifications:

• Bachelor´s/ Master´s degree in Business Administration, Economics, Statistics, Engineering, or equivalent experience.
• New graduate as well as 1-2 years of experience in Marketing / Sales Departments in Consumer Electronics (MDA, SDA, CE, IT/OFFICE/TELECOM) and/or Category Management in Retail Sector is a plus.
• Excellent English language skills.
• Strong presentation and communication skills, client-centric approach.
• Passion, dedication, commitment, eagerness to learn, open mindset, team spirit, and an entrepreneurial attitude. Creativity and the ability to address real-world business problems analytically.
• Living in Almaty.

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