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Customer Success Representative

2 months ago

Melbourne, Victoria, Australia Bluebird Full time
About the Role

We are seeking a highly skilled and experienced Customer Success Manager to join our team at Bluebird. As a key member of our customer-facing team, you will play a crucial role in ensuring our clients' success by guiding them through the onboarding process, managing administrative tasks, fostering product adoption, and securing renewals.

Key Responsibilities

Onboarding:

  • Develop and implement a comprehensive onboarding strategy to ensure a smooth transition and successful setup for new clients.
  • Conduct workshop sessions to educate clients on product features and best practices, and provide ongoing support to ensure they are utilizing the product effectively.

Administration:

  • Manage client records and update information in our CRM system, ensuring accurate and up-to-date data.
  • Monitor and report on key metrics related to customer success and satisfaction, providing actionable insights to inform business decisions.
  • Assist in the creation of documentation, FAQs, and other support materials to ensure clients have the resources they need to succeed.

Product Adoption:

  • Work closely with clients to understand their needs and tailor product solutions accordingly, ensuring they are getting the most value from our platform.
  • Provide proactive support to ensure clients are utilizing the product effectively, and identify opportunities for growth and expansion.

Renewals:

  • Track renewal dates and work with clients to ensure timely contract renewals, and address any concerns or issues that may affect client satisfaction and retention.
  • Develop strategies to increase customer loyalty and reduce churn rates, and implement data-driven initiatives to drive business growth.

Qualifications:

  • Bachelor's degree in Business, IT, Marketing, or a related field.
  • 3-5 years of experience in customer success, account management, or a similar role, preferably within a SaaS environment.
  • Experience working with MSPs (Managed Service Providers) is highly desired and will set you up for success.
  • Excellent verbal and written communication skills, with the ability to build and maintain strong client relationships.
  • Strong organisational and multitasking abilities, with a proven track record of meeting deadlines and delivering results.
  • Proficiency with CRM software, with experience using tools like Salesforce or HubSpot.