Customer Success Specialist

4 weeks ago

Maroochydore, Australia Maropost Full time

Our platform is used and trusted by thousands of brands worldwide to maximise their revenue. Our unified ecommerce platform empowers thousands of B2B and multi-channel ecommerce businesses, big and small, to achieve more. From online stores, POS terminals and marketplace connections, to inventory, order management and shipping, our all-in-one platform connects it all.

We’re on a mission to build the most technically advanced marketing & ecommerce platform in the world coupled with unsurpassed customer service and support.

**The Opportunity**:
The **Customer Success** **Specialist, you will** be responsible for analysing the features of Maropost Commerce Cloud that a customer is using, find gaps where they’re not utilising the product to its full potential and advising them on the best way they can succeed.

The customer success agent will also be responsible for proactively engaging with customers to seek growth opportunities and reduce churn.

You will proactively maintain strong working relationships with Maropost customers through regular check-ins, acting as an escalation point for issues that impact our customers' success, and responding to retention risks and opportunities. You will aim to expand Maropost's adoption and retention within our customer base while ensuring customers achieve desired ROI.

**What **you'll** **be responsible for**:

- Professionally manage customer relationships to ensure high customer retention, superior NPS and expanded cross sell opportunities.
- Proactively contact customers on a regular basis to ensure they are set up for success with Maropost Commerce Cloud.
- Identify risks to Customer success and proactively engage the Customer whenever there's an identified retention concern.

**What **You’ll** Bring **To** **Maropost**:

- Exposure to B2B/SaaS industry.
- A no fear approach to proactively calling customers and an ability to quickly build rapport.
- Sales Account Management experience.
- Strong conflict resolution skills with the ability to negotiate and empathise with customers in a professional yet friendly manner.
- High focus on customer retention through excellent customer service and problem-solving skillset.
- The ability to identify customer retention risks and quickly/proactively work with customers and key stakeholders to find solutions to reduce churn.
- Excellent communication skills and a passion for building relationships.
- Onboarding clients to set them up to succeed with the platform.
- Excellent communication both written and verbal.
- Ability to work autonomously, manage your own workload and prioritise effectively.
- A passion for continuous learning.
- Ability to adapt and prioritise workload.

**Bonus Skills**:

- Experience with Salesforce.
- Experience working in the retail industry/ecommerce with a solid understanding of retail operations.

**What’s In It **For** You?**
- Entry into an international brand that is growing in the Australian marketplace.
- Competitive base salary plus commissions.
- Grow your entrepreneurial dream with a free Maropost Commerce Cloud store.
- Paid study leave.
- Wear what you want, every day is casual day.
- Fast-paced & dynamic working environment.
- Beautiful A grade office in the heart of Maroochydore (Sunshine Coast)

**Equal Employment Opportunist**:

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