Customer Experience Specialist

6 days ago

Sydney, New South Wales, Australia beBeeCustomerExperience Full time $80,000 - $120,000
Job Description:">

This role presents a unique opportunity to join a growing global customer success team. The ideal candidate will cultivate relationships and understand customers' objectives while maintaining a clear vision for how technology will transform the way organizations work with contracts.

The successful candidate will naturally build rapport with customers, maintain excellence in every interaction, and have a strong drive for results. Duties include establishing and maintaining positive customer relationships; designing, implementing, and project-managing onboarding and rollout programs for customers ranging from small/mid-size companies to enterprises with thousands of users; training and advising customers on best practices; and minimizing churn.

Responsibilities

  • Develop and foster an excellent customer experience across the product suite
  • Facilitate a seamless handover from pre-sales to post-sales by collaborating with specialist teams to execute customer visions
  • Oversee customer engagements post-sale, building relationships through product expertise and executing onboarding and implementation processes
  • Gain and maintain in-depth knowledge of the product to meet customer requirements
  • Work with customers to establish proactive deployment, transition, and user adoption strategies
  • Collaborate with sales teams to create practical, measurable plans that embed the product into customers' day-to-day operations
  • Coordinate with support engineers, product, and technical operations to communicate enhancements and resolve issues
  • Act as the voice of the customer, providing insights to internal teams to improve service delivery and align product development with customer needs
  • Identify account growth opportunities via upselling, cross-selling, or expansion into new regions/teams/use cases
  • Maximise renewals through successful onboarding and user engagement; minimise churn risk
  • Analyse customer data to improve experience and engagement
  • Hold product demonstrations for customers
  • Travel domestically and internationally to meet with customers and build relationships
  • Evaluate and improve tutorials and other training materials
Required Skills and Qualifications:">

The following qualifications are essential for this role:

  • Bachelor's or Master's degree in a scientific or analytical discipline, with a 2:1 or above (UK) or GPA 3.5+ (US)
  • Highly organised with the ability to multi-task and prioritise effectively
  • Self-driven and proactive
  • Excellent communication and interpersonal skills, both verbal and written
  • Patient and active listener
  • Articulate, charismatic, and confident in a customer-facing role, able to present to varied levels of knowledge
  • Detail-oriented with a problem-solving mindset
  • Excellent product knowledge
  • Passion for customer experience
  • Ability to work in an innovative and fast-paced environment while meeting deadlines

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