Customer Success Advocate

4 weeks ago

Pyrmont, New South Wales, Australia ClickView Full time
Unlock the Power of Video in Education

At ClickView, we're revolutionizing the way students learn and teachers teach. As a Customer Success Specialist, you'll play a vital role in nurturing relationships with our customers and driving the adoption of our innovative video learning solutions.

Your Key Responsibilities:
  • Develop and maintain strong relationships with customers to ensure their success with our products and services.
  • Work closely with our Customer Success Managers to identify and address customer needs, providing timely and effective solutions.
  • Process renewals and send invoices to customers in a timely manner, ensuring seamless transactions.
  • Monitor renewal reminders and triage as required, ensuring prompt attention to customer needs.
  • Make outgoing phone calls to schedule meetings with customers for our Customer Success Managers to attend.
  • Support Customer Success Managers with customer renewal follow-up based on forecast stage.
  • Provide weekly renewal report progress to leaders, ensuring transparency and accountability.
  • Process new sales within 24 hours of handover from the sales team, ensuring timely onboarding.
  • Support automated customer bucketing by reviewing accurate contacts, facilitating transactional renewals, and escalating where necessary.
  • Accurately document all actions and information on cases and requests, ensuring seamless knowledge sharing.
  • Share information and actively assist other team members to deliver quality outcomes for customers.
Requirements:
  • 2 years' experience in a customer-facing role, with exceptional customer service skills.
  • Experience in renewals or sales support is beneficial.
  • Exceptional written and verbal communication skills, with strong attention to detail.
  • Strong ability to build and foster relationships.
  • Customer-centric mindset and implementation.
  • Ability to problem-solve and think critically.
What We Offer:
  • Extra paid Wellbeing and Volunteering leave to care for yourself and others.
  • Flexible working hours and arrangements to accommodate different working preferences and personal situations.
  • 100 days working from anywhere, allowing you to work remotely from a different location for up to 100 calendar days per year.
  • Employee discounts through FlareHR to support your wellbeing and financial health.
  • Learning and Development budgets, including access to LinkedIn Learning and professional opportunities.
  • Wellbeing Policy, with access to EAP and wellbeing apps, prioritizing your mental health and wellbeing.
  • Generous parental leave policy, offering an additional 16 weeks' full pay.
  • Regular social events and conferences, celebrating the hard work of our team.

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