Customer Operations is on its journey to provide the best-in-market customer experience for our Customers and Business Partners in Shell. We create a great place for commercially minded individuals who thrive working with customers and who want to grow their experience in agile, digital, and e-commerce initiatives.
We have a collaborative, flexible, dynamic, and very supportive working culture; where every single one of us is determined to make a difference, and to go the extra mile because it’s our job, every day, to make our customers’ experiences with Shell.
We believe in creating an inclusive culture and work environment where you can thrive, innovate and develop; but most of all, be yourself.
Where You Fit In?
A customer Success Specialist (CSS) is empowered to manage customer experience, relationship, and satisfaction across the end-to-end journey of our customers. This job sits across the Deal Management and Order to Cash forming a critical part of the Customer Fulfilment Cycle. It delivers end-to-end customer support, from contract and account set-up, to order and payment. CSS provides Consistent, Adaptive, Reliable, and Easy experiences to our customers.
What is the Role?
As a Customer Success Specialist, you will be accountable for a certain customer portfolio to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This is a key enabler to driving best-in-class CX and ensuring maximum customer-centricity.
This role may focus on some or all the accountabilities below, depending on the respective business size and complexity:
Deal Management (accountable for Bid and Tender, Contract Management, Pricing, Master Data, Data Integrity Management, enforcing company’s policy and contracts, and Ensuring compliance)
Order to Cash (responsible for Order Management, Touchless Support and Set-up, Dispute Management, Credit Management, ensuring invoices are correct and paid on time, Building strong relationships and creating partners (customers) for life, understanding customer’s issues and driving resolution and improvements)
Sales Support (Manage existing customer portfolio of business, Manage customer relationships virtually, Analyst P&L reports and identify, and manage areas of underperformance, Champion the SPANCOP sales process with a strategic mindset, Manage key sales process steps as agreed with respective business, Data-driven sales recommendation)
What We Need from You?
Critical to the success of this role is to demonstrate strong Customer Language Proficiency and experience in managing Customer Relationships and Customer Success.
Additionally, you will have:
Working proficiency in English
Strong Communication and Influencing skills
Previous experience in data Analytics & Insights and in Digital environment
Demonstrated ability and commitment to building Customer Success
Knowledge of Customer-Centric Design
A good understanding of Commercial & Economic Acumen and Value Chain methodology
The ability to lead and drive Continuous Values
Attention to detail when dealing with Data Management and a high focus on Compliance
Proven experience in Contract Management
Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Shell/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorized Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer.