Customer Care & Success Specialist
5 days ago
Birmingham
Customer Support & Relationship Management • Act as the main point of contact for assigned customers, • Build strong, long-term relationships and understand customer needs, • Ensure high levels of customer satisfaction and retention, • Drive recurring revenue growth by promoting and selling maintenance contracts and service agreements (renewals, upgrades, extensions)., • Proactively identify and convert warranty customers into paid maintenance contracts., • Proactively identify customers without contract and offer and sell them maintenance contracts., • Identify opportunities to upsell extended warranties, service upgrades, and additional coverage., • Develop and maintain a strong pipeline of contract and service opportunities, • Identify opportunities to sell consumables and spare parts, • Proactively contact customers ahead of contract expiration, • Cross-sell and upsell based on usage patterns and customer needs, • Monitor customer usage and engagement, • Anticipate needs and recommend preventive maintenance solutions, • Reduce churn by ensuring customers see ongoing value, • Maintain accurate records in CRM systems (e.g., Servicemax,Salesforce), • Track renewals, opportunities, and pipeline, • Report on KPIs such as renewal rate, upsell revenue, and customer satisfaction, • Experience in customer service, inside sales, or account management, • Strong commercial mindset with proven upselling or cross-selling ability, • Excellent communication and negotiation skills, • Customer-focused with problem-solving abilities, • Ability to manage multiple accounts and priorities, • Familiarity with CRM tools and sales tracking systems Education & Experience • Bachelor’s degree in Business, Marketing, or related field (preferred), • 2–4 years of experience in customer-facing roles with sales exposure, • Experience in technical products, equipment, or service contracts is a plus, • Relationship building, • Commercial awareness, • Proactivity and ownership, • Attention to detail, • Collaboration across teams, • Job Types: Full-time, Permanent, • Benefits:, • Company pension, • Free On-site parking, • Sick pay, • 25 Holidays + Bank Holidays, • Schedule:, • Monday to Friday, • Ability to commute/relocate:, • Birmingham office, • Experience: Customer care- 3 years (preferred), • Work Location: In person