Customer Success Associate

1 week ago

Sydney, Australia essensys Full time

essensys is a leading global technology company for commercial real estate. Our platform is designed to solve the problems faced by today’s modern landlords and flex workspace providers, providing the intelligent digital backbone that enables the real-time provisioning of digital services through intelligent network automation.

essensys delivers a simple, secure and scalable solution that helps our customers to create digitally enabled buildings and spaces portfolio-wide, to deliver seamless experiences, and realise smart building and ESG ambitions.

We simplify network management, reduce operational complexity, provide enterprise-grade security, deliver on-demand digital services and access the data and insights to drive success.

Founded in 2006, and AIM-listed on the London Stock Exchange since 2019, essensys is active in the UK, Europe, North America and APAC.

**ABOUT THE ROLE**

**MAIN DUTIES AND RESPONSIBILITIES**

The Customer Success Associate will be working closely with the Head of Inbound, and duties will consist mainly of (but not entirely):

- Acting as the first point of contact for customers, typically through intercom chat platform, Salesforce cases or incoming calls.
- Understanding the client’s needs and resolving their requirements efficiently and politely, while providing customer education articles to encourage use of digital knowledgebase.
- Troubleshooting any potential reported bugs and providing necessary steps to recreate to the Engineering and Development teams.
- Informing the CSM / Account Management team of any new issues identified on their accounts.
- Helping to improve the overall processes and quality of support.
- Be involved with training and upskilling the team on our product.

**KNOWLEDGE AND EXPERIENCE**
- Enjoys being part of a multi-functional team, and able to work across design, support, development, delivery and all parts of the business.
- Self-motivated, and ability to work independently and structure your day with minimum supervision and interaction with supervisors.
- Goes the ‘extra mile’ to deliver timely solutions, and always keeping the customer updated.
- SaaS platform support and customer experience acumen.
- Able to write and update knowledge-based articles as gaps are discovered.
- Some experience with network and hosted voice technology.
- Comfortable with using financial accounting software, such as Sage, Quickbooks, and Yardi.
- Commercial real estate, smart buildings or flexible workspace industry experience is desirable but not required. 
- CRM, billing, and support platform experience, such as Salesforce, Zendesk, Jira and Asknicely.
- Solid organisational skills, including multitasking and time-management.

**APTITUDE AND PERSONAL QUALITIES**
- Excellent customer interaction skills both verbal and written.
- Process driven and very organised.
- Quick learning with aptitude and desire to learn new technologies.
- Interest in Real Estate, Proptech and SaaS.
- Strong communication skills and a team player.
- Commercial mindset with creative problem-solving skills.

**Salary**: $70,000.00 - $100,000.00 per year

**Benefits**:

- Gym membership
- Health insurance
- Referral program
- Vision insurance
- Work from home

Schedule:

- Monday to Friday

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