Customer Success Specialist with English

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We are looking for an experienced Customer Success Specialist with English. As a Customer Success Specialist / Retention Specialist, you will play a vital role in retaining revenue and enhancing the customer experience by addressing concerns, resolving issues, and developing strategies to mitigate potential churn. You will be part of a dynamic team focused on maintaining above-industry standards in customer and revenue retention while contributing to a high Net Promoter Score (NPS). This role requires a keen sense of responsibility, excellent interpersonal skills, and the ability to adapt in a fast-paced environment.

Responsibilities:

• Develop and execute retention strategies to reduce customer churn and improve satisfaction.
• Handle customer inquiries, proactively address concerns, and resolve issues related to service dissatisfaction or potential cancellations.
• Formulate and ask relevant questions to fully understand and address customer concerns.
• Make critical decisions that balance the needs of both the business and the customer.
• Empathize with customers, listen attentively, and provide appropriate solutions to prevent cancellations or downgrades.
• Collaborate with the Account Management team and other business units to apply targeted solutions to customer issues.
• Monitor and report on retention metrics and performance.
• Proactively reach out to assigned customers to establish relationships and identify upsell opportunities.
• Keenly document all transactions and interactions using the company's approved tools.
• Follow established processes, protocols, and company rules to ensure ethical and legal decision-making.

Qualifications and Experience:

• Bachelor’s degree in Business, Marketing, or a related field.
• 1+ years of experience in customer service, account management, retention roles, or sales, preferably in telecommunications or SaaS.
• Proven track record of meeting and exceeding quotas or set metrics.
• Strong time management, conflict resolution, and collaborative selling or retention skills.
• Excellent customer service orientation, both face-to-face and over the phone.
• Strong business acumen, particularly with small business customers.
• Excellent communication skills, including listening, presentation, and interpersonal abilities.
• Ability to make critical, ethical, and legal decisions with minimal supervision.
• Strong PC skills, including Microsoft Outlook, Word, Excel, and PowerPoint.
• Vibrant, energetic attitude with a willingness to take initiative and achieve results in a team-oriented, collaborative environment.
• Proficiency in Cloud-Based applications, VOIP, PBX, Telephony, and UCaaS is a plus.

RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.

About RingCentral

RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™  (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.

RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.