Client Success Specialist

2 days ago

Sydney, Australia MRI Software Full time

ABOUT THE ROLE:
The Customer Success Manager / Onboarding Specialist supports customers as they transition from sales prospects to active users of Social Eazie products.

As a Customer Success Manager your role will be to help guide prospects through the setup process of their Social Eazie account in both Eagle, Vault and Box + Dice CRMs. Part of this process you will be required to onboard clients in the system, and be responsible for configuring new customer accounts and educating customers on the fulfillment lifecycle. Your main goal will be to set customers up from acquiring the relevant access and permissions in social media, to setting up the ads for clients.

As a Customer Success Manager and Onboarding Specialist, you have a passion for helping customers, and are comfortable with technical and highly configurable product solutions. The role requires the ability to follow processes, with an attention to detail, strong communication skills, and a customer-centric orientation are required.

RESPONSIBILITES:

- The coordination and creation of client ads for Facebook / Instagram and Google Ads
- Troubleshoot customer issues, escalate where needed, and follow-up promptly;
- Manage the new-customer handover from sales to customer success;
- Project management of implementation, co-ordinating training and services that are being provided to the client;
- Delight our clients with our outstanding customer service at every interaction;
- Ensure customers are utilising the technology to its fullest potential and finding value at every turn’
- Identify and deliver on opportunities to cross-sell and upsell additional products;
- Maintain an organised approach and positive communication style;
- Training clients on how the software works;
- Seek to promote the value of the product and upsell services and products to existing clients
- Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
- Proactively assisting clients to promote customer satisfaction.
- Maintain a detailed understanding of products and services, and assisting customers with questions

EXPERIENCE & COMPETENCIES REQUIRED:

- Strong organisation and presentation skills
- Attention to detail
- A propensity for relationship building
- Strong industry knowledge and understanding of client requirements
- Highly organised and able to multi-task
- Self-driven and proactive nature
- Excellent communication and interpersonal skills
- High computer literacy and ability to learn new software and processes
- Patient and active listener
- Passion for service
- Customer first mentality
- Ability to empathise, adapt and improvise while building customer loyalty and rapport

What Makes this a Great Opportunity / Benefits
- Flexible working arrangements
- Annual performance-related bonus
- 6x Flexi AnyDay: knock 2.5 hours off your day
- Me Days: additional 3 days of annual leave for qualifying employees
- Engaging, fun & inclusive culture: check out the MRI Software APAC Insta feed and stories

ABOUT THE BUINSESS

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