Customer Success Specialist

5 days ago

Melbourne, Australia Yojee Full time

**Customer Success Specialist**

**About Yojee**
Yojee Limited (ASX: YOJ), is a cloud-based software as a service (SaaS) logistics platform that facilitates the flow of freight movements into a single ecosystem, making the complex process of managing land transport simple and accessible to all players whilst reducing carbon emissions for a greener planet.

**About the Customer Success team at Yojee**

Yojee Customer Success is a proactive function focused on driving value for the customer, identifying new revenue opportunities and assisting our customers to deliver on their business goals.

**About the role**

The Customer Success Specialist is responsible for owning the implementation and launch life-cycle for new customers. This position is a part of the Customer Success team but works with multiple departments within the organization including Sales, Product, Technology, and Marketing. The role of the Customer Success Specialist is to provide a seamless and personal onboarding and launch experience for new customers, while streamlining processes and maintaining a successful low-touch customer success model.

**Duties and Responsibilities**
- Supports pre-sales by demonstrating value to customer during sales process:

- Assists with demos.
- Handles technical, integration design and product roadmap questions.
- Work with clients to accelerate time to value realisation.
- Understand client business environment and objectives and translate into operation plan.
- Responsible for moving customer from sales to support.
- Works with product and tech team to co-ordinate.
- Onboards the customer.
- Extracts value from the transaction.
- Measures customer feedback.
- Manages customer relationship ongoing.
- Test product releases before they go to production.
- Collaborate with the sales team to ensure the highest level of service possible.
- Introduce tools and automation to streamline customer onboarding
- Generate content for customer use including:

- Quick Reference Guides & Self Help Videos.
- Document customer requirements
- Manage customer projects
- Transition customer to Tech success
- Track customer volumes

**Requirements**:

- Bachelor’s Degree or equivalent work experience.
- Approximately 2-3 years of experience in implementation, customer success and/or account management.
- Consistently demonstrates the ability to express both oral and written thoughts and ideas clearly and concisely.
- Entrepreneurial approach that builds and nurtures strong and lasting relationships both internally and externally.
- Excellent ability to multi-task; must have a high level attention to detail and accuracy.
- Consistently demonstrates a strong drive for efficiency, resolving problems and getting the work done in a timely, quality-focused manner.
- Must be well organized.
- Must work well across multiple teams: sales, product, technology, marketing and customer support.
- Change exposure and able to predict impact of change and act accordingly.
- Ability to design workflows and pathways to implementation.
- Exposure to supply chain and or logistics industry.
- Big 4 consulting or Tier 1 SaaS experience looked upon favorably.

**Reporting Structure - Who Will Help You Win**

This role will be located in Melbourne, Australia and will report to the Head of Customer Success, ANZ

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