Customer Success Professional

4 weeks ago

Sydney, New South Wales, Australia Mable Full time
About the Role

This is a unique opportunity to join Mable, a leading company in AU, as a Customer Success Specialist. As a key member of the dynamic team, you will play a crucial role in ensuring client satisfaction, loyalty, and success by providing exceptional support, building strong relationships, and developing strategic initiatives tailored to client needs.

Key Responsibilities
  • Client Relationship Management: Develop and maintain strong relationships with key clients, serving as their primary point of contact.
  • Client Retention: Work with Senior Manager Customer Services to implement and oversee strategies to enhance client retention and satisfaction from high-value clients, plus the relationship of win backs for offboarding clients.
  • Performance Monitoring: Track and analyse client performance metrics, providing insights and recommendations to Senior Manager Customer Services to improve client outcomes.
  • Issue Resolution: Proactively address client concerns and issues, ensuring timely and effective resolution.
  • Strategic Planning: Collaborate with clients to understand their goals and develop customised success plans to achieve them.
  • Collaboration: Work closely with Senior Manager Customer Services to collaborate with internal teams, such as Growth, Sales, Matching and Retention, and Customer Support/Accounts Admin, to align strategies and enhance client experience.
  • Reporting: Prepare and present regular reports on client performance, satisfaction levels, and other relevant metrics to senior management.
  • Training & Development: Provide training and support to clients on product usage and best practices.
  • Continuous Improvement: Identify opportunities for process improvements and contribute to developing client success best practices.
Requirements
  • Strong relationship-building and client management skills.
  • Excellent communication and interpersonal skills.
  • Proficiency in client relationship management (CRM) software.
  • Analytical mindset with the ability to interpret data and make data-driven decisions.
  • Problem-solving skills and the ability to handle high-pressure situations.
  • Strategic thinking and the ability to develop and implement client success plans.
  • Ability to adapt to a fast-paced environment and manage multiple priorities simultaneously.
About Mable

Mable exists to level the playing field for people as they discover a career that's right for them. We model this in our hiring process for our partners like Mable.

We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.

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