Customer Success Specialist, Level 3

This is a fully remote position, open to applicants in Kazakhstan.

📋 Description

• Take ownership of the complete resolution process for intricate, high-value, and multi-order customer cases escalated from Level 2 or directly referred by Sales/Key Account Management.

• Cultivate and manage relationships with strategic and top-tier accounts, serving as a reliable point of contact for critical issues.

• Conduct investigations to determine the root cause across Manufacturing, Quality, Logistics, and Finance/Legal departments.

• Negotiate resolutions involving credits, contractual concessions, or commercial commitments within the limits of delegated authority.

• Handle a portfolio of complex, high-stakes cases, ensuring a balance between commercial outcomes and customer satisfaction.

• Collaborate with Sales and Key Account Management regarding account health, renewal risks, and opportunities for expansion.

• Work in conjunction with Finance/Legal on matters related to contractual terms, credit exposure, and risk considerations.

• Represent Customer Success in cross-functional reviews of strategic accounts and significant incidents.

• Document complex case resolutions for audits, governance purposes, and knowledge sharing.

• Identify systemic risks or recurring issues and suggest improvements to processes or policies.

• Mentor Level 2 Specialists on exercising commercial judgment and managing complex case scenarios.

⛳️ Requirements

• Minimum of 4 years in customer success, customer support, key account management, or a commercial role, with direct ownership of large or complex accounts.

• Proven experience in negotiating commercial terms or achieving high-value resolutions with customers or stakeholders.

• Experience in manufacturing, e-commerce, or B2B environments is highly advantageous.

• Strong negotiation skills and comfort in discussions related to pricing, contracts, and risk management.

• Exceptional written and verbal communication skills in English, especially when interacting with senior stakeholders.

• Proficiency in an additional European language is a plus.

• Good judgment in managing ambiguous and high-stakes situations involving multiple stakeholders.

• Proficient with CRM/helpdesk platforms, contract/order systems, and reporting tools.

• Composed and diplomatic under pressure, with excellent relationship management and cross-functional collaboration abilities.

• A Bachelor’s degree is required; a background in commercial, business, or technical/engineering fields is advantageous.

🏝️ Benefits

• Equal opportunity employment.

• Remote work arrangement.