Business Process Enhancement Specialist

4 days ago

Melbourne, Victoria, Australia beBeeCustomerSuccess Full time

Job Title: Customer Success Specialist

About the Role

We are seeking a skilled and motivated Customer Success Specialist to join our team. This is an exciting opportunity to work with a leading company in the visual collaboration space, helping teams see and build the future.

The Customer Success Specialist will play a central role in ensuring that all customers maximize the value they obtain through the adoption of our products. The successful candidate will be responsible for driving customer success in the most efficient ways possible, continually optimizing Lucid's customer experience at scale, and engaging with customers based on their explicit and implicit needs.

Key Responsibilities
  1. Develop a deep understanding of our customers' business objectives and create strategies for supporting them in achieving those objectives.
  2. Identify and monitor key user operational metrics focused on retention to help drive improvements to our product and support offerings.
  3. Work closely with accounts to support ongoing successful adoption of key Lucid products and features.
  4. Develop and execute data-driven recommendations at scale.
  5. Manage technical issues by investigating and troubleshooting problems, recognizing patterns, escalating billing issues, managing issues workflow, and proactively identifying consumer needs.
  6. Innovate processes and systems to drive improvements to our billing support offering, recognizing opportunities for improvement and taking the initiative to implement solutions.
  7. Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers.
Requirements
  • Bachelor's degree with strong academic performance.
  • 0-2 years of experience, preferably in a client-facing or technical role.
  • Able to think strategically and tackle open-ended problems.
  • Detail-oriented, organized, and a good team player.
  • A strong sense of personal ownership and responsibility.
  • Strong communication skills, both written and verbal, with the ability to explain complex subjects to non-technical people.
  • Empathy and a passion for problem solving.
  • Bias towards finding solutions vs. shutting down ideas.
  • Ability to thrive in a fast-paced environment.
Preferred Qualifications
  • Technical aptitude and passion to become a subject matter expert in the Lucid Suite and related domains.
  • Desire to learn - you'll often be answering questions that have never been answered before, which requires a high level of intellectual curiosity and an eagerness to dive into new problems, domains, tools, and techniques.

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