Career Advancement Manager

11 hours ago

Gold Coast, Queensland, Australia beBeeCustomer Full time $60,000 - $85,000
Customer Experience Specialist

This role is ideal for a strategic thinker with a passion for driving efficiency and delivering exceptional service to customers.

The Customer Experience Specialist plays a pivotal role in optimising workflows, analysing customer support trends, and ensuring the continuous improvement of customer experience.

Key Responsibilities:

  • Own client relationships post onboarding.
  • Be an expert in providing user guidance and answering questions.
  • Keep track of client activity, notes, and next steps clearly inside of CRM systems.
  • Maintain a portfolio of clients and conduct regular check-ins in line with set KPIs.
  • Create content, including webinars, videos, training, check-in articles, documents, email templates, and other resources that make it easier for clients to grasp complex concepts.
  • Pro-actively analyse customer product usage and evaluate account health.
  • Translate customer data into appropriate actions.
  • Coordinate resources to drive feature adoption.
  • Communicate with clients about new features and product releases.
  • Effectively communicate customer feedback to the product team.
  • Cross-department collaboration, including but not limited to Support, Sales, Product, and Marketing.
  • Escalate issues as needed. Have judgment on what is user error, poor training, bugs in the product, and feature request.

Requirements:

  • 1-2 years of relevant experience in a related area, such as Customer Success or Account Management.
  • Minimum of 1-year experience working in a Customer Success role at a SaaS company.
  • Experience with working with customer data to identify and follow up with customers who are high priority, at-risk or need to grow.
  • Empathetic to customer needs, and serve as a trusted adviser.
  • Be hungry, quick to learn, and quicker to execute.
  • Be a good communicator, both verbal and written. Able to explain concepts clearly and concisely.
  • Have a long-term vision of working and growing with a successful start-up and stay with the team for at least 2 to 4 years.
  • Detail-oriented. Keeping track of notes in our CRM is a must.

Nice to Have:

  • Startup experience of 1 to 3 years.
  • Knowledge in building out CS processes via platforms such as HubSpot, Intercom, ChurnZero.

Why Join Our Team?

Fast-track Growth: Experience quick career advancement in our growth-oriented environment, ensuring your potential is recognised and rewarded.

Job Security: Rest easy with stable ownership and meticulous team growth management, building your career on a foundation of stability and forward-thinking.

Professional Development Opportunities: Access various training programs, online courses, workshops, and coaching sessions for continuous professional and personal growth.

We prioritise creating a workplace where employees can thrive both professionally and personally.

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