Customer Operations is in 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.

What’s 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 drive best-in-class CX and to ensure maximum customer-centricity.

Where You Fit In?
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, through to order and payment. CSS provides Consistent, Adaptive, Reliable and Easy experiences to our customers.

More specifically, your role includes:

• Deal Management (accountable for Bid and Tender, Contract Management, Pricing, Master Data, Data Integrity Management, enforcing company’s policy and contracts, 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, understand customer’s issues and drive resolution and improvements)

• Sales Support (Manage existing customer portfolio of business, Manage customer relationship virtually, Analyst reports and identify, manage areas of underperformance, Champion the sales process with a strategic mindset, Manage key sales process steps as agreed with respective business, Data-driven sales recommendation)

Requirements:

In this position, you should have a lot of motivation to work, also be a team player who has strong communication skills. We have hope to see as many of the following as possible on your CV:

• Knowledge of Russian (min. B2).

• Working proficiency in English.

• Strong Communication and Influencing skills.

• Previous experience in data Analytics & Insights and the Digital environment.

• Demonstrated ability and commitment to build 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 details when dealing with Data Management and high focus on Compliance.

• Proven experience in Contract Management.