Customer Success Expert

2 days ago

Perth, Western Australia beBeeCustomerSuccess Full time $90,000 - $120,000
Job Overview

We are seeking a skilled Customer Success Expert to deliver exceptional service and support to our customers.

The successful candidate will be responsible for ensuring our clients receive the highest level of support throughout their journey with us.

Main Responsibilities
  • Coordinate with the sales team on new clients to guarantee a seamless transition to onboarding, including leading implementations.
  • Serve as a technical subject matter expert on customer success solutions and provide empathetic guidance to users.
  • Conduct training sessions to educate customers on existing and new features and best practices while understanding their specific needs.
  • Establish and maintain long-lasting relationships with key stakeholders within customer organizations.
  • Respond to customer queries in a timely and accurate manner, via phone, email, or chat.
  • Act as a trusted advisor, understanding customer goals and challenges to provide guidance on how our solution can meet their business needs.
  • Update our CRM with information about technical issues and useful discussions with customers.
  • Monitor customer usage patterns and proactively identify opportunities to drive increased product adoption.
  • Inform customers about new features and functionalities.
  • Collaborate with the product and development team to relay customer feedback and contribute to product improvements.
  • Support the sales team with sales presentations and demonstrations to prospective customers.
  • Work closely with the sales team to ensure timely renewals and identify upsell/cross-sell opportunities.
  • Serve as the primary point of contact for customer inquiries, concerns, and issues, ensuring timely resolutions.
Required Skills and Qualifications
  • You are energetic, resourceful, and able to react quickly and professionally in all situations.
  • You go the extra mile to assist customers, offering them the kind of help you would want to receive.
  • You like spotting patterns of issues, and proactively finding ways to fix them.
  • You're an effective communicator with strong organizational and presentation skills.
  • Bachelor's degree in Information Technology, Geology, or other relevant field.
  • Experience as a Customer Support Specialist or similar CS role.
  • Experience with SaaS-based products.
  • Familiarity with mining industry is a plus.
  • Experience using help desk software and remote support tools.
  • Understanding of how CRM systems work, experience with Hubspot is an asset.
About Us

We build innovative SAAS solutions for the mining industry. We empower our customers to make better decisions through real-time data management and analytics. Understanding our customer's needs and the ability to solve their problems is what sets us apart.

We strive for high performance by fostering an environment that emphasizes communication, collaboration, and mentorship. We believe that the only way to succeed is together.

We value the power of our differences and at our organization, we walk our talk. We have a diverse team including in leadership positions and are dedicated to creating a diverse, equitable, and inclusive environment. We ensure equal opportunity for all applicants and encourage people of all visible minorities, including Indigenous applicants, and those of any religion, sex, age, ability, sexual orientation, gender identity, or expression to apply.

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