Customer Success Specialist

Customer Success Specialist
Permanent
  
Our Client
  
Our client is a high growth SaaS (software as a service) company streamlining eCommerce and logistics for their customers. This company is one of our FAVOURITE clients with it’s dynamic, progressive and high growth working opportunity coupled with a fun, down to earth and team-oriented culture. PS – plenty of dogs in the office too!
  
This role provides a strong platform for a career in exceptional customer delivery. You’ll learn the ins and outs of the product/service, with a strong focus on fostering long-lasting relationships.
  
You’re someone who goes above and beyond, with a knack for solutions-based results through learned technical advice (don’t worry, no prior technical knowledge is required – but working with people and building relationships is!). You’ll be hungry for a challenge and ready to hit the ground running!
  
Key Responsibilities

• Be a trusted partner for onboarding accounts, delivering best practice customer experience driving customer retention and growth
• Effectively manage a pipeline of onboarding customers and identify opportunities for growth and risk
• Establish a trusted and strategic advisor relationship to help drive continued value
• Build and maintain strategic partnerships, by conducting detailed discussions across all levels and departments of the customer’s organisation to foster the adoption, use and deployment of the product
• Establish and maintain a deep understanding of the customer’s business by effective questioning and research providing expertise, reporting and feedback
• Communicate effectively with internal and external stakeholders to help understand the customer needs, maximising retention and growth and communicate back insights or learnings
• Support customers during testing or pre-launch activities and provide feedback to the software development groups, ensuring technical issues are promptly raised and addressed with the relevant team members
• Assess levels of engagement and provide feedback to the team regarding product and service opportunities/improvements.
• Proactively engage with customers, regarding software upgrades and new product features, working with them to provide any necessary training
• Actively lead and participate in initiatives that foster a companywide culture of “customer as a compass”
• Work with Sales and Marketing team to acquire customer reviews and develop case studies

  
About You

• 3+ years’ experience in a customer-facing role
• Confident communicator with outstanding written and verbal communication
• Excellent presentation skills across various mediums (in-person, video)
• A willingness to learn and develop new skills
• Preferably exposure to SaaS or a technical background – or eager to join this booming industry!

  
About HOME Recruitment

Great to meet you! We’re a boutique agency specialising in corporate service and business support opportunities for a diverse portfolio of clients across temporary, contract and permanent positions.

We are committed to creating a diverse and inclusive recruitment process where all individuals feel valued, respected, and empowered. We encourage candidates from all backgrounds, identities, and experiences to apply! If you require any accommodations during the application process, please don’t hesitate to let us know.