Customer Success and Implementation Specialist

2 days ago

Perth, Western Australia GLX Digital Limited Full time $80,000 - $120,000 per year

Primary purpose of position:

The Customer Success & Implementation Specialist will be responsible for managing and nurturing client relationships, ensuring high levels of customer satisfaction, and driving business growth. This role is

pivotal in ensuring the satisfaction and success of our enterprise customers, primarily in the energy sector, including LNG and crude markets.

Essential Duties and Responsibilities

1. Customer Success & Account Growth


• Build strong relationships with existing enterprise clients to ensure satisfaction, retention, and long-term success.


• Act as the primary point of contact for customer support, feedback collection, and product improvement suggestions.


• Implement and manage customer engagement strategies to enhance client experience and loyalty


• Deliver training and product updates following our triannual SaaS release cycle.


• Identify and pursue upsell opportunities within existing accounts.

2. Implementation & Onboarding


• Lead the onboarding process for new customers, including system configuration, data setup, and workflow design.


• Support integration efforts and ensure smooth technical implementation.


• Deliver tailored training sessions to client teams, including mid to senior-level executives.


• Work closely with cross-functional teams to deliver tailored technology solutions that meet client requirements.


• Feedback Collection: Conduct regular client meetings and feedback sessions to identify areas for improvement and drive service enhancements.


• Reporting: Maintain detailed records of client interactions and provide regular reports on customer satisfaction and engagement metrics.

General Responsibilities:

  • To act in accordance with the GLX Vision and Values.
  • Maintain compliance with all company policies and procedures.
  • Other duties and responsibilities as requested

Selection Criteria

Education/Qualifications


•
Bachelor's degree in a relevant field (e.g., Engineering, Computer Science, Business, or similar).


• Proven experience working with enterprise clients, preferably in the energy sector (LNG and crude experience highly valued).


• Strong technical background with the ability to understand and explain complex software systems.


• Relevant certifications in Customer Relationship Management or Project Management are of benefit.

Knowledge and skills


• Excellent communication and interpersonal skills with the ability to engage confidently with senior stakeholders.


• Strong problem-solving and conflict resolution abilities


• Ability to work independently and as part of a team


• Familiarity with integration processes and data workflows.


• Fluency in English is essential; additional languages are in an advantage

Experience


• 5+ years of experience in Customer Success, Implementation, or Technical Account Management roles preferably in the technology sector


• Experience with SaaS platforms and enterprise software implementations.

Personal Qualities


• Dynamic and Proactive: A self-starter who takes initiative and drives projects forward and the ability to work independently.


• Customer-Focused: Passionate about delivering exceptional customer service and building lasting relationships.


• Adaptable: Able to thrive in a fast-paced, dynamic environment.


• Ethical: Demonstrates a strong work ethic and integrity in all interactions.

We look forward to welcoming a new member to our team who shares our commitment to excellence and customer satisfaction.

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