Customer Success Expert

1 day ago

Brisbane, Queensland, Australia beBeeCustomerSuccess Full time
Job Description

We are seeking an experienced Customer Success Specialist to join our team. In this role, you will be responsible for providing exceptional support to our clients, ensuring they achieve maximum value from our products and services.

You will work closely with clients to understand their needs and provide tailored solutions, leveraging your technical expertise and product knowledge to deliver high-quality support. Your primary goal is to ensure client satisfaction and maximize the value they derive from our offerings.

Your key responsibilities will include:

  • Troubleshoot technical problems clients encounter, guiding them through step-by-step solutions and employing active listening to fully understand their needs and provide accurate solutions.
  • Offer ongoing support to clients after live day, helping them troubleshoot issues and optimize their use of the company's solutions.
  • Serve as a point of contact for clients, building strong relationships and ensuring their satisfaction.
  • Collaborate to escalate and resolve complex technical issues efficiently and notify/escalate client concerns to senior management/customer success.
  • Strive to achieve customer satisfaction metrics and contribute to improving customer experience.
  • Maintaining Customer Support satisfaction scores as per KPI targets
Required Skills and Qualifications

To succeed in this role, you will need:

  • A customer-focused work ethic with demonstrated experience in customer service.
  • Ability to build strong relationships with clients and peers.
  • Strong technical acumen.
  • Excellent verbal and written communication skills.
  • Empathy and patience in handling customer inquiries and challenges.
  • Proficient in conducting engaging and informative training sessions.
  • Problem-solving skills to diagnose issues and provide effective solutions.
Benefits

We offer a range of benefits to support your personal and professional growth, including:

  • Competitive salary + Super.
  • 4 weeks of leave, accrued throughout the year.
  • Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences.
  • 8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events.
  • 8 hours of Rest, Relax, Recharge time to care for your mental health.
  • Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops.
  • Fully-paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively.
  • 'Paw'ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment.
  • Caregiver Leave: four weeks of fully paid time away from work to care of aging dependents or family members, if needed.
  • Fertility care support options to help in your journey towards parenthood.
  • Access to financial experts to help you make informed decisions and achieve your financial goals.
Others

This role is critical in ensuring a seamless and successful transition for clients from the training phase to full implementation. Followed by offering exceptional customer service, expertise in the product, and effective client management, the Training and Support plays a vital role in enhancing client satisfaction and achieving successful implementations.

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