Customer Success Representative

About Us: At Central Innovation, we are dedicated to delivering cutting-edge solutions that empower businesses to thrive in today's competitive landscape. As an industry leader in the fields of architecture, engineering, manufacturing, and construction, we pride ourselves on our innovative products and exceptional customer service. Our team is committed to ensuring our clients achieve success and maximize the value of our solutions.

Learn more about Central Innovation at:

Job Description: Are you a people person with a knack for problem-solving? Do you love making others smile? We are looking for a motivated and customer-centric Customer Success Representative to join our team. This is a full-time role that will be based onsite. In this role, you will work closely with Business Development Managers, Account Managers, and Technical Support to ensure our customers receive the highest level of service and support. Your primary responsibilities will include driving customer retention and renewal revenue, building strong relationships, and ensuring customer satisfaction.

Key Responsibilities:

• Action inbound communication from customers, addressing their inquiries and resolving issues promptly.
• Collaborate with Business Development Managers, Account Managers, and Technical Support Teams to deliver a seamless customer experience.
• Develop and maintain strong relationships with customers, understanding their needs and business objectives.
• Drive customer retention by proactively engaging with customers and identifying opportunities for upselling and cross-selling.
• Monitor customer usage and engagement, providing insights and recommendations to enhance their experience.
• Conduct regular check-ins and business reviews with customers to assess satisfaction and gather feedback.
• Assist in the development and execution of customer success strategies and initiatives.
• Manage the renewal process, ensuring timely and successful contract renewals.
• Provide guidance and education to customers on our products and services to help them achieve their goals.

Desired Qualities:

• Strong Communication Skills: Ability to clearly articulate ideas and solutions with excellent listening skills to understand customer needs and concerns.
• Empathy: Genuine care for customer success and well-being, with the ability to understand and address customer perspectives.
• Problem-Solving Skills: Proactive in identifying issues and finding effective solutions through creative thinking.
• Relationship Building: Skilled in building and maintaining strong, lasting relationships with customers, being trustworthy and reliable.
• Adaptability: Flexible and able to adjust to changing customer needs and company priorities, open to feedback and continuous improvement.
• Technical Aptitude: Comfortable with technology, quick to learn new tools and software, and able to explain technical concepts simply.
• Time Management: Efficiently manages time and prioritizes tasks to meet deadlines, juggling multiple customer accounts and responsibilities.
• Positive Attitude: Approaches challenges with a positive outlook and can-do attitude, motivated and enthusiastic about helping customers succeed.
• Analytical Skills: Ability to analyse customer data and derive actionable insights with strong attention to detail and accuracy.
• Team Player: Works well with cross-functional teams, including Business Development Managers, Account Managers, and Technical Support, with a collaborative mindset.
• Customer-Centric Mindset: Always puts the customer first, passionate about delivering exceptional customer experiences.
• Resilience: Handles difficult situations and customer complaints with grace and professionalism, persistent in finding solutions.
• Sales Acumen: Understanding of sales principles, skilled in managing renewal processes, and driving revenue growth.

Experience & Qualifications will include:

• 2+ years of experience in a customer-facing role, preferably in customer success, account management, or sales.
• Experience with CRM software and other customer success tools is a plus.

What We Offer:

• Competitive salary and bonus package.
• Opportunities for professional growth and development.
• A supportive and collaborative work environment.
• The chance to be part of a forward-thinking company that values innovation and customer satisfaction.

Central Innovation is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

**Only applicants that are able to commit to working full-time from our Clayton office, Monday to Friday 8.30 am to 5.00 pm each day.

Our Melbourne Office Address:

Suite 63 Building 6

195 Wellington Road, Clayton 3168