Customer Advocate

3 days ago

Melbourne, Victoria, Australia beBeeCustomer Full time $75,000 - $105,000
Customer Success Specialist

We are seeking a Customer Success specialist to join our team. As a key member of our customer-facing team, you will be responsible for delivering high-quality customer success experience, from onboarding and training new customers through to delivering ongoing engagement and satisfaction.

  • Account Ownership:
  • Own a portfolio of accounts, serving as the main point of contact for day-to-day customer interactions.
  • Relationship Building:
  • Build and maintain strong relationships with customers, understanding their goals, challenges, and how they use our platform.
  • Onboarding:
  • Guide new customers through onboarding and training, ensuring a smooth and engaging start to their journey.
  • Engagement:
  • Proactively engage customers to drive adoption, answer questions, and share best practice advice to ensure they get the most out of our platform.
  • Customer Health:
  • Monitor customer usage and health, identifying risks or opportunities and escalating where needed.
  • Customer Success Initiatives:
  • Contribute to customer success initiatives, including customer education and best practices knowledge-sharing.
  • Opportunity Identification:
  • Identify opportunities to drive customer adoption and expansion opportunities with the aim of growing the customer base and share of wallet.
  • Insights and Feedback:
  • Provide customer insights, feedback, and requests to relevant internal teams/stakeholders for product and service improvements.
  • Record Keeping:
  • Support accurate record keeping in related systems to ensure visibility of customer engagement and activity.
  • Ad Hoc Support:
  • Assist with identifying engagement patterns or other ongoing customer reporting as required.
  • Ticketing:
  • Provide customer support ticketing cover on an as-needed basis.
Key Responsibilities
  • Portfolio Management:
  • Manage a portfolio of accounts, providing exceptional customer service and support.
  • Communication:
  • Develop and maintain strong relationships with customers, understanding their needs and preferences.
  • Training:
  • Provide comprehensive training and support to new customers, ensuring a smooth onboarding process.
  • Engagement Strategies:
  • Design and implement effective engagement strategies to drive customer adoption and retention.
  • Risk Management:
  • Identify and mitigate potential risks to customer health, ensuring timely escalation where necessary.
  • Knowledge Sharing:
  • Share best practices and knowledge with colleagues to improve overall customer success initiatives.
  • Business Growth:
  • Contribute to business growth by identifying opportunities to drive customer adoption and expansion.
  • Customer Insights:
  • Provide actionable customer insights and feedback to inform product and service improvements.
  • Process Improvement:
  • Support the development and implementation of processes to enhance customer success and efficiency.

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