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17

March

Customer Success Specialist

Entire Software - Frankston, VIC

IT
Source: uWorkin

JOB DESCRIPTION

Looking for a professional, detailed, and savvy customer success specialist to join our Customer Success team and deliver more value to our customers, ensuring they achieve their business goals and optimise their usage of the platform.


Key Accountabilities


· Assist Customer Success Manager in categorising New Clients in High-Touch, Low-Touch, Tech-Touch Model of Customer Success


· Run client optimisations workshops and executive business reviews with clients, both online and onsite with the goal of maximising their system usage and follow up to ensure value is achieved.


· Identify trends within system usage and client industries, feeding this back to stakeholders and analysing qualitative data alongside quantitative data for “full 360” degree picture of customer


· Assist and eventually manage the utilisation of webinars cataloguing new feature releases, feature requests, new versions and helpful tips and tricks.


· Grow customer lifetime value by driving client engagement, relevant upgrades and mitigating churn.


· Help clients “define success” at the beginning of their client journey, and then provide clear actionable steps for them to achieve that.


· Ensure the customer experience as fun, productive and engaging as possible


· Work alongside implementation onboarding and provider stakeholder change leadership assistance.


· Provision of Training and assisting CSM with account management of New and Existing Customers


Mandatory Skills


• Previous experience working with international clients in Customer Success, Relationship Management, Account Management, or a similar role.


• Experience running webinars, discussing features/feedback and following up with clients of identified interest


• Excellent verbal and written communication skills, and able to coordinate collaboratively with all internal departments


• Process driven, with exceptional time-management skills to accommodate both scheduled and unscheduled Interactions with Customers


• Strong understanding of general business processes with an eye for efficiency and effectiveness


• Excellent rapport building and change leadership skills


• Able to balance both business objectives with real time user requests.


• Comfortable to provide product advice & user training to native English speakers


• Empower Customers to Optimise our Product for their Business Needs


• Empathetic, positive attitude with a desire to help our customers reach their goals


• Detail orientated with strong analytical skills, with the ability to translate data into useful insights


• Comfortable in a rapidly growing company, and able to wear many hats in a dynamic evolving environment


Beneficial Skills


• Results-driven mentality, with a bias for speed and action


• Previous experience in customer success with B2B SaaS and/or large enterprise customers highly preferred.


• Experience with Jira, Zoom, Pipedrive CRM, Simplemind Map & MS Teams preferred but not required


• Experience of the Recruitment, labour hire or payroll industry or software


• Cultural understanding of Australia, USA, UK, Dubai, India or Singapore.


• Experience in one of the following industries: Healthcare, Construction, Hospitality, Industrial, Social Care or Medical Services.

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