Customer Success Specialist

2 weeks ago

Unley, Australia Jackson People Solutions Full time

As a global leader in their specialist Technology field, this organisation is experiencing significant growth in Australia. As a result, an exciting new opportunity has arisen for a Customer Success Specialist to join the high performing team at their brand-new office in the CBD. This is a rare opportunity to be a part of an exciting, fast paced, high performing culture in a truly global organisation.

The Customer Success Specialist is a key role within the Customer Experience group and is the client’s main point of contact during the onboarding process

and throughout the customer life cycle.

**Key Responsibilities**
- Manage the onboarding experience and interact with the client and key internal resources to ensure all key milestones are met.
- Continuously improve the process by ensuring customer feedback is received and used to help the team generate and execute on ideas to enhance overall customer success.
- Build customer relationships to gain an understanding of their business needs and be able to increase their ROI of the solution.
- Cross-functional internal collaboration to advocate for the voice of the customer to all relevant stakeholders internally and with our channel partners.
- Demonstrate an ability to create partnerships and manage relationships to investigate and resolve customer issues.
- Focus on increasing product adoption, as well as churn minimisation and customer satisfaction.
- Meeting churn KPIs and highlighting potential churn customers
- Active involvement in saving potential churn customers
- Maintaining case resolution with company KPIs
- Assessing disconnection requests for retention

**Qualifications**
- Experience in a customer facing role, providing exceptional customer service.
- Outstanding follow-up and follow through to ensure customers’ success and a positive outcome.
- Experience in software facilitation.
- Experience utilizing a CRM tool (i.e. Sales Force).

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