Customer Success Specialist

What’s the role

Customer Operations is in its journey to provide the best in market customer experience for our Customers and Business Partners in Shell. We create the 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 supportive working culture; where every single one of us is determined to make a difference, to go the extra mile because it’s our job, every day, to deliver the best customers’ experience 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.

What you’ll be doing

As a Customer Success Specialist, you will take full ownership of a customer portfolio, drive accountability, demonstrate and communicate improvements for our customer journey. This is a key enabler to drive best-in-class Customer Experience and to ensure maximum customer-centricity.

This role may focus on some or all the accountabilities below, depending on the respective business size and complexity:

• Deal Management – you will be responsible for end-to-end bid and tender processes, contract management, pricing, and master data maintenance. Ensures data accuracy and integrity while strictly enforcing company’s policy, contracts, and regulatory compliance.
• Order to Cash – this includes 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 as well as understand customer’s issues to drive resolution and improvements.
• Sales Support – you will manage existing customer portfolio, manage customer relationship virtually, analyse P&L reports and identify areas of underperformance. You will also champion the SPANCOP sales process with a strategic mindset, manage key sales process steps as agreed with respective business and provide data-driven sales recommendation.

What you bring

The ideal candidate should demonstrate strong potential in communication, customer focus, and analytical thinking.

Qualifications & Skills:

• Bachelor’s degree in Business, Marketing, Economics, and Engineering or any related field
• Good working proficiency in English (written and verbal)
• Strong communication skills with the ability to engage and collaborate with different stakeholders
• Basic knowledge or exposure to data analytics and digital tools (e.g., Excel, Power BI, Sale