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Customer Success Associate

1 month ago

Sydney, New South Wales, Australia KPMGau Full time
Job Summary

KPMG is seeking a highly motivated Customer Success Associate to join our team. As a Customer Success Associate, you will play a pivotal role in supporting our customers' experience and business development functions. Your initial focus will be on users of our resource recovery solution, enhancing the experience through data-driven customer operations. You will collaborate with the team to drive customer satisfaction and retention by understanding customer needs and assisting them throughout their lifecycle.

Responsibilities:
  • Customer Success: Collaborate with the team to drive customer satisfaction and retention by understanding customer needs and assisting them throughout their lifecycle.
  • Product ambassador: Proactively identify opportunities to improve, upsell, and cross-sell our services.
  • Customer Centric Approach: Assist in the development of our customers through gaining insights into customer behaviors and understanding the fundamental requirements for customers to become advocates of our platform.
  • Frontline ambassador: Build, develop, and maintain trusted customer relationships that support adoption and expansion. Address customer inquiries, resolve concerns, and provide exceptional support throughout their journey.
  • Customer Advocate: Translate customer feedback to inform our sales processes, product roadmap, and marketing materials to focus on delivering value.
  • Content: Help tell our story, assist in the development and scheduling of content to support customer acquisition, engagement, and education.
  • Customer Support Centre Involvement: Actively engage in our customer support operations, be the key point of technical and support escalation, respond to customer inquiries, and assist the support team by troubleshooting and providing solutions as a platform expert with a deep understanding of our products and its features.
  • Onboarding and Educate: Aid in the onboarding of customers and contribute to customer education via a mixture of training, support, product awareness, and other activities to aid customers in getting the most out of our solution, accomplish their goals, and create a positive experience.
  • Technical Implementation: Utilize your passion and experience with the technical implementation of digital tools, such as HubSpot, Dynamics CRM, Intercom, Tableau, Azure DevOps, and the Microsoft suite of software, to enhance customer interactions and support processes.
  • Operational Assistance: Support various functions and projects aimed at resolving issues and streamlining business operations.
How are you extraordinary?
  • You are committed to providing fantastic customer service, with kindness and empathy at the heart of every interaction.
  • You are passionate about the importance of fantastic communication to share ideas, inspire, and create change.
  • You love being part of a collaborative and multidisciplinary team and building strong relationships both internally and externally.

Qualifications

We are looking for candidates with 3+ years of experience in customer-facing roles, specifically in resource recovery or waste management. You should have experience in B2B SaaS and genuine passion for technology and delivering exceptional customer experiences. You should be highly organized, self-motivated, and a fast learner. Excellent communication skills, both verbal and written, are essential. Ability to work collaboratively within a team environment and handle conflicting priorities and effective, timely workload management are also required. We are looking for individuals who can build strong relationships with customers and provide exceptional support throughout their journey.