Customer Success Specialist

Customer Success Specialist Apply for this job! About Us Nalanda is a leading Spanish multinational dedicated to bridging the gap between large companies and their suppliers through an innovative digital platform. Our platform streamlines business processes such as document exchange, purchases, invoices, and vital business information. We specialize in coordinating activities between contractors and their suppliers, minimizing costs, time, and risks, while fostering transparent and effective business relationships. We are a dynamic, forward-thinking company committed to building an inclusive workplace where talent thrives. At Nalanda, we believe that the development of people drives organizational success. Join us as we continue to build a culture of growth, inclusivity, and excellence. We are also part of Once For All, an international group with a presence in the UK, France, Latin America, and more than 1,000 people working on digital solutions for supply chain management and regulatory compliance. Role Summary Your main objective will be to drive customer retention by ensuring client satisfaction and maximizing the value they obtain from our solution. To achieve this, you will analyze relevant data related to their usage and experience, identifying opportunities for improvement and growth. You will also collaborate closely with internal teams to ensure a seamless and aligned customer experience. Key responsibilities Manage inbound and outbound calls to understand the needs of assigned clients, follow up on renewal offers, and drive retention. Analyze customer feedback to identify upsell and cross-sell opportunities, acting as a key driver of business growth. Support new clients during the onboarding process, training them on how to use the platform and helping them maximize the value of our product. Actively collaborate with the team by sharing best practices and improvement ideas (KPI analysis, corrective action proposals, NPS follow-up, etc.). Work closely with Sales, Implementation, Support, and Tech teams to ensure a seamless customer experience. Qualifications Excellent verbal and telephone communication skills, with confidence, empathy, and persuasive ability. Experience in customer service, consultative sales, or similar customer-facing roles (ideally in B2B or B2C environments). Intermediate knowledge of Microsoft Office (especially Excel and PowerPoint) and familiarity with CRM tools (such as Salesforce, HubSpot, or similar). Proactive, well-organized profile with the ability to adapt to changing environments and manage multiple tasks. Strong teamwork skills, collaborative mindset, and results-oriented approach. Previous experience in Customer Success, Account Management, Customer Support, or digital account management will be considered a plus. Intermediate/advanced level of English. Additional languages such as Catalan, Italian, or Portuguese are a plus. What we offer 🤸🕒 Flexible working time. 🏞️💻 Teleworking. ☀️📅 Intensive working time in summer. 🍽️💳 Flexible benefits. 🫂🔝 A dynamic and inclusive workplace with opportunities for growth and development. ✨🏢 The chance to make a significant impact on our organizational culture and talent strategy. 💰🎁 Competitive compensation package, with a salary range of €35.000 - €55.000 gross per year, depending on experience and fit. Department Revenue Department Locations Nalanda Global - Madrid Remote status Hybrid About Once For All - Nalanda