Customer Success Specialist

🌎 Location : Hybrid in Estonia 💰 Compensation : 2,000 - 2,400 EUR gross monthly, based on your experience and seniority level. 💡About the role: The Customer Success Specialist (CSS) at Xolo is a versatile role that combines helping customers succeed with proactive sales. The CSS acts as the main contact for clients, using their knowledge to understand needs, solve problems, and ensure a smooth start. With a strong understanding of the product and customer issues, the CSS adopts a consultative sales approach. This entails identifying opportunities to upsell or cross-sell additional products or services that align with the customer's goals and enhance their overall experience. ✍️As a customer success specialist at Xolo, you will: Sales & Growth Proactively engage with leads through callbacks, emails, and outbound efforts, identifying new prospects and nurturing them through the sales funnel. Have a deep understanding of our plans and add-on services to educate and support potential leads, manage inbound leads, and qualify them based on criteria. Optimize the sales funnel and ensure a seamless experience for new customers to drive exceptional customer satisfaction. Explore new sales strategies when necessary, such as seeking out new expat communities, working on social selling initiatives, or identifying potential partnerships. Upsell and cross-sell additional products/services by identifying customer needs and evaluating suitable alternatives. Onboarding & Customer Support Work on multiple Xolo products based on the company's needs. Conduct onboarding sessions for our customers. Balances service with efficiency during customer interactions. Steer the call/ticket/chat to ensure that the focus remains on the relevant details of the request. Use available tools (e.g. templates, shortcuts, multitasking) to manage time and maximize availability for the next customer. Ensure timely resolution of customer issues and implement strategies for retention and growth. Own customer satisfaction and complaints by contacting NPS neutral or detractors and replying to customer reviews when needed. Maintain and analyze metrics and customer satisfaction data to assess performance and improve strategies. Offer feedback to enhance internal processes, update Confluence pages as the process/product develops, and when needed, help create resources (articles, videos, tutorials) to facilitate customer onboarding and product usage. 🧩 What makes you a great fit? You thrive on building and nurturing relationships with customers, understanding their pain points, and providing tailored solutions. You have a minimum of 3 years of experience with a proven track record of exceeding sales targets and driving revenue growth through proactive outreach and lead qualification. You possess strong communication and negotiation skills, allowing you to effectively convey the value proposition of our products and services. You are proactive in identifying…