Customer Success Specialist

The Customer Success Specialist drives business growth by managing new customer booking enquiries and developing strategic partnerships. This role focuses on converting leads through our support desk, nurturing B2B relationships, and securing commercial contracts through tender applications, combining customer acquisition with business development to expand The Laundry Lady's market presence.

Key Responsibilities:
Customer Acquisition and Lead Management:

• Lead Response: Manage all new laundry service enquiries ensuring timely and professional responses.
• Lead Conversion: Qualify leads and convert enquiries into active customers through consultative approaches.
• Customer nurturing: Guide new customers through onboarding and the booking process end to end to ensure smooth service.
• Service Coordination: Oversee end-to-end service delivery for large commercial accounts, ensuring seamless communication between customers and contractors throughout each booking lifecycle.

Customer Retention and Growth:

• Relationship Management: Maintain strong customer relationships through regular check-ins and satisfaction monitoring.
• Retention Strategies: Execute retention initiatives and proactively address churn risks.

• Outreach Campaigns: Conduct phone and email outreach campaigns to targeted customer segments for acquisition and growth.

• Partnership Sourcing: Research and identify potential partnerships with Home & Aged care providers, NDIS, and business customers.

• Tender Management: Lead tender application preparation and submission for commercial contracts.
• Stakeholder Relations: Develop relationships with key decision-makers in partner organisations.
• Market Analysis: Monitor industry trends to identify new business opportunities.
• Account Growth: Identify upselling and cross-selling opportunities within existing accounts.
• Feedback Collection: Gather customer insights to drive service improvements.

Customer & Contractor Support:

• Phone Support: Provide friendly and efficient telephone support, managing incoming calls and ensuring queries are resolved during the first contact whenever possible.
• Social Media Monitoring: Monitor and respond to inquiries and feedback across social media platforms and online support channels, ensuring timely engagement and consistent messaging.
• Complaint Handling: Assisting the support team to address customer complaints, provide appropriate solutions, and work towards positive outcomes.
• Booking Assistance: Help customers navigate the booking process and resolve scheduling issues.

• Service enquiries: Handle complex laundry service enquiries, pricing, and unique service requirements for different customer types.

• Technical Assistance: Provide basic troubleshooting and support for contractors using the booking system.

• System Navigation: Guide contractors through platform features and functionality.

Operations and Administration:

• Reporting: Generate reports on lead conversion, retention metrics, and partnership pipeline.
• Process Improvement: Identify and implement enhancements to customer acquisition and retention processes.
• Product Development: Participate in testing new features and products to support system improvements and rollouts.
• Cross-functional Support: Collaborate with operations, marketing, and finance teams.
• Warehouse Assistance: Provide warehouse support during peak periods as required.

Key Skills and Qualifications:

• Proven experience in customer success, account management, or business development
• Demonstrated ability to convert leads and manage complex sales cycles
• Strong customer retention and relationship management skills
• Experience with CRM systems and support platforms (Freshdesk preferred)
• Excellent communication and presentation abilities
• Experience in tender preparation and submission
• Understanding of B2B sales processes
• Knowledge of NDIS and aged care sectors advantageous
• Results-oriented with track record of meeting targets
• Physical capability to assist with warehouse duties including lifting and moving boxes up to 25kg during peak periods.
• Bachelor's degree in Business, Marketing, or related field preferred

The list of responsibilities herein is not intended to be all-inclusive, and may include additional responsibilities as required and assigned. It may become necessary to modify/change these position responsibilities from time to time.

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