Customer Success Specialist

**Customer Success Specialist**

**Position title**:Customer Success & CRM Specialist
**Company**:Amplified Intelligence
**Location**:Adelaide, South Australia
- Possible remote)
**Reports to**:Customer Success Manager
**Last revised**:16.05.23

**Primary Objectives**

The Customer Success & CRM Specialist will work closely with the Customer Success and
Commercial Sales teams to scale business operations globally. This role will critically enable
Amplified Intelligence’s customer facing staff by enhancing and maintaining our CRM capability.
- HubSpot etc) used in SaaS businesses to
develop expert knowledge of internal systems, procedure and automation to meet customer quality
and SLA requirements.

ability to recognise system improvements opportunities to aid rapid scaling of system internal users
and customers.

In addition to the Customer Success team, this role will work closely with the Chief Growth Officer,
Content Manager and various Product Managers in their day-to-day activities.

**Core Responsibilities**:

- You are passionate about sales and customer experience
- Build and configure the CRM
- Hubspot) to align with the strategic direction of the business
- and needs of its users.- Configure automated services such as reporting, notifications and reminders for CRM users
- Document new and existing processes and procedures for internal systems
- Provide user insights and feedback to generate efficiencies and improvements via
- dashboards, integrations and reporting.- Support deeper adoption of the system via workshops and training sessions with CRM users
- Keep onboarding plans for new users up to date
- Create, maintain and clean customer records to align with internal data quality standards
- Support a culture of data integrity and consistency in data entry
- Maintain the privacy of our customers information and ensure all measures are taken to
- protect- Actively discuss and report risk to data breaches and security
- Serve as Voice of the Customer by soliciting and presenting business feedback
- Aid assistance to responding to customer enquiries in a timely manner
- Ad hoc assistance to customer facing team fielding customer queries during peak periods.

**Accountabilities**:
Ensuring Hubspot CRM is a single source of truth for accurate and current customer
- information- Consistent use of the CRM by internal users
- Admin management and escalation of issues to appropriate team members

**Skills and experience**:

- 2
- years of hands on experience in a Customer support role with a strong

focus on CRM support
- Outstanding customer communication and stakeholder management

experience
- Hubspot preferred)
- Experience with Google Workspace and associated products
- A passion for the industry and providing exceptional customer service
- Exposure to/desire for understanding of advertising media industry sector
- Understanding of the global nature of our customers and possessing a maturity to deal with- Understanding of data privacy and security laws

**Competencies**
- **Consulting & Advising**:Uses technical and/or process expertise to provide guidance and help

others identify opportunities, resolve challenges, and transfer knowledge.
- **Teamwork**:Works cohesively with others, actively participates within groups to achieve team

goals, supports other team members, and leverages strengths to make the team better.
- **Active Listening**:Fully concentrates on what is being communicated, asks questions to

ensure understanding, and responds in a way that conveys interest.
- **Organising Communication**:Establishes formal and informal channels for communication and

uses appropriate methods, messaging, and timing to effectively disseminate information.
- **ManagingWork**:Identifies tasks and activities required to achieve desired outcomes then

assigns, directs, and monitors the work of others as needed to ensure effective and efficient
completion of the work.
- **Organising & Planning**: Arranges information, materials, timelines, and resources to

accomplish goals. Breaks large projects into smaller, more manageable components, and uses
prioritisation and effective time-management to accomplish the work within each component.
- **Mindset**:
***o Curious - thinks ahead about consequences
- Global - interested in the global nature of our business and the ambition of what AI is
- trying to achieve
- Respectful - of the various non-disclosure agreements we have in place with

high-profile clients
**o **Warm - can communicate with warmth towards all humans (and animals)