[Hiring] Customer Success Specialist @Shell

Role Description

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.

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 CX 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 – 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 – 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 understanding customer’s issues to drive resolution and improvements.
• Sales Support – manage existing customer portfolio, manage customer relationship virtually, analyse P&L reports and identify areas of underperformance. 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.

Qualifications

• Bachelor’s degree in Business, Marketing, Economics, 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, Salesforce, or other CRM platforms)
• Interest in customer relationship management and delivering positive customer experiences
• Understanding or willingness to learn customer-centric design principles
• Strong attention to detail, especially when handling data and ensuring compliance with standards
• Analytical mindset with an interest in understanding business processes and value chains

Requirements

• Customer-focused mindset with a willingness to learn customer success practices
• Proactive, with the ability to identify opportunities for process improvement and efficiency
• Organized and detail-oriented when managing data and documentation
• Eager to learn contract management concepts and business operations
• Demonstrates accountability, initiative, and a growth mindset

Benefits

• Work with talented, committed people on one of the most important challenges facing our planet
• Opportunity to develop the skills you need to grow in an environment that values honesty, integrity, and respect
• Balance your priorities as you become the best version of yourself
• Progress as a person while working on the energy transition
• Continuously grow transferable skills needed to get ahead
• Work at the forefront of technology, trends, and practices
• Collaborate with experienced colleagues with unique expertise
• Achieve balance in a values-led culture that encourages you to be your best self
• Benefit from flexible working hours and the possibility of remote/mobile working
• Perform at your best with a competitive starting salary and annual performance-related salary increase
• Take advantage of paid parental leave, including for non-birthing parents
• Join an organization working to become one of the most diverse and inclusive in the world
• Grow through diverse career opportunities in national and international teams
• Gain access to a wide range of training and development programs