Customer Success Associate

1 month ago

Melbourne, Victoria, Australia BSI Full time

We're seeking a Customer Success Associate to join our team at BSI.

As a Customer Success Associate, you'll be responsible for managing and maintaining customer relationships by:

  • Managing client certification and timely booking of audits in accordance with BSI KPIs.
  • Providing timely responses to client inquiries in line with BSI's Client Promise.
  • Promoting BSI products and services to new and existing customers.
  • Positioning the BSI value proposition and explaining how BSI's products and services can enable organizations to improve by making excellence a habit.
  • Delivering the ethos of making excellence a habit through the provision of responsive and proactive client service, effectively handling and closing inbound contact from internal and external customers.

Key Responsibilities & Accountabilities

Key Account Management:

  • Manage key accounts from planning to certificate issuance.
  • Issue proposals to existing clients as and when required.
  • Implement the Keep the Client Programme.

Operational functions:

  • Ensure that a prompt, friendly, and professional service is delivered to our customers, both internal and external.
  • Maintain an effective interface with interested parties to ensure an effective client journey from client boarding to maintenance of certificate.
  • Manage existing client system certification through an advance notification on audit due and plan for the audit in accordance with BSI KPIs, policies, and procedures.
  • Carry out planning activities with consideration of accreditation requirements, BSI procedures, efficiency, and profitability.
  • Respond to inquiries from customers and field-based personnel to ensure prompt completion of all administration and planning activities.
  • On-going customer care calls to clients once certification has been achieved.
  • Maintenance of client details and files in SAP/PG.
  • New client set-up in SAP, process SAP, PG requests, planning & certificate workflows in line with agreed KPIs Certification review processing and certificate issuance.
  • Undertake specific project work as required to meet the changing needs of the business.
  • Take ownership for problem resolution where expressions of dissatisfaction are highlighted and ensure a prompt resolution and response to customers in order to prevent escalation into a complaint, highlighting instances to line management, particularly where individual limits of authority may be exceeded.
  • Driving Force - Identify opportunities to grow the business through communicating relevant products and services to existing clients.
  • Act as a brand ambassador for BSI, acting ethically, following company rules, and promoting BSI.

Key Performance Indicators

  • 100% achievement of individual and team targets (revenue, delivery days, profit margin).
  • At least 4 months advanced booking.
  • Achieve Driving Force Leads Generation KPI.
  • Customer satisfaction (> 90%).
  • Customer care call (at least 2 calls to key clients outside their normal audit frequency).

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