Customer Success Specialist

**What makes Locafy special?**

Are you ready to work on world changing technologies? Are you excited by the opportunity of being part of a local search revolution?

Locafy Limited **(Nasdaq: LCFY, LCFYW) **is a publicly listed, globally recognized software-as-a-service (SaaS) technology company that is revolutionizing the $700B global search industry. Locafy exists to simplify and demystify SEO for companies, delivering solutions that are fast to market and fast to take effect.. Locafy specialises in local search engine marketing solutions and has recently diversified its product range to include innovative e-commerce SEO marketing tools that improve brand visibility and increase online product sales.

**Are you the next Locafy Customer Success All Star?**

Are you passionate about creating delightful experiences and providing our customers with world class customer service? Using your ability to train and build trusting relationships, you will be integral in helping our customers achieve their goals.

Think of yourself as a mentor for our customers. By adopting a relationship and client management focus, you will drive the customer experience forward ensuring a successful path into the future and igniting beneficial outcomes for everyone involved.

Reporting to The Head of Growth, The Customer Success Specialist will ideally be based in our vibrant HQ in Perth and join a growing team of fellow customer success specialists across the world, unified by a shared passion of delivering world class customer experiences.

**What you'll do**
- Work in partnership with a diverse range of customers so they become confident using the Locafy product suite to help them achieve their objectives
- Drive value through helping our customers adopt key features within the Locafy platform
- Build trusted relationships and create engagement strategies with customers to promote customer loyalty and ensure the customer receives the best service to enhance their satisfaction
- Be a problem solver - anticipate customer challenges, and proactively provide solutions and answers
- Optimise existing processes and actively enhance all Customer Success initiatives
- Collaborate with wider operational teams to develop plans and initiatives to drive customer success and platform adoption
- Be the 'Voice of Customer' - ensure customer feedback is heard and acted upon
- Share your expertise and contribute to the development of the Locafy FAQ and shared knowledge base

**What you'll get**

Sharing your knowledge with our growing customer base comes with many rewards;

Along with competitive pay, Locafy Limited offers all Locafarians the opportunity to become shareholders in our business via our performance rights equity plan.

We are committed to world class excellence with a focus on inclusivity and people development. We champion our people as people, and offer a supportive environment where you have the opportunity to work alongside superstars across the world.

You'll have access to ongoing training and support to allow you to develop your skills and progress your career.

**Do you have the GIFT?**

Locafy is committed to our core values and we are looking for people who have **"The GIFT"**

**Growth, it's in our nature** - Our people are committed to solving problems, addressing challenges head on, leveraging our inner creativity and getting results.

**Innovation, we make it happen** - We value innovative thinking that is results-driven and focused on what's next.

**Family, our people are our family without compromise -** We are all unique and bring different perspectives and skills to the table to support each other.

**Tenacity, we are tenaciously dedicated to doing right - **We don't cut corners, we don't keep secrets and we take relationships seriously.

**Skills**

We are looking for a high energy, motivated, results driven customer centric person with a proven track record in providing customer success excellence and meeting targets.
- 2 + years prior experience in a similar role in customer service / success (Bonus points for SaaS or Tech Start Up environment)
- Proficient with CRM / Helpdesk tools (Bonus points for Hubspot, Jira)
- Exceptional ability to communicate and foster positive customer relationships
- Deep understanding of customers concerns and thoughts regarding the use of products, and ability to troubleshoot as needed
- Confident at influencing and managing expectations
- High attention to detail
- Ability to effectively manage workload and reach set targets
- Motivated and results driven
- Flexible and able to adapt to changing conditions
- Tenacious and eager to grow
- Ideally based in Perth, Australia