Customer Support

5 months ago

Johannesburg, South Africa Trade Shield Full time

SEEKING**:CUSTOMER ONBOARDING SPECIALIST**

FOR: Full-Time Position

REMUNERATION: Competative Salary + Incentives

ABOUT US: Trade Shield is a fast-growing tech start-up that harnesses the power of AI to provide our clients with powerful insights into the credit they extend to businesses. Trade credit drives business in global markets and Trade Shield aims to be the leading decision engine for trade credit globally.

OUR EMPLOYER VISION: We are a young, diverse and dynamic team of characters that thrive in a fast moving, competitive environment full of opportunity and the latest tech. Our growth path challenges all employees to look beyond their job descriptions and to improve relentlessly - and we support our staff in doing just that.

VALUES: Extreme Ownership - Relentless Learning - Excellence - We Win When Our Customers Win

LOCATION: 25 Owl Street, Braamfontein Werf, Johannesburg

REPORTING TO: You will be reporting to the Head of Customer Success

RESPONSIBILITIES
- Existing Client Management (30%)
- Ensure full onboarding and training of clients within your portfolio.
- Maintain relationships with clients within your portfolio by providing support, information and guidance.
- Identify key issues, recommend and implement service improvements to your base.
- Identify upsell opportunities within your existing base and execute on all appropriate opportunities.
- Maintain quality service by establishing and enforcing organization standards at all times.
- Prepare ad-hoc reports for key decision-makers within your client base.
- Arrange regular meetings and calls with clients and obtain regular feedback regarding the delivery of Trade Sheild's value proposition.
- Establish sales objectives by forecasting quarterly and reviewing monthly performance of the portfolio.
- Conduct in-depth presentations to existing clients to demonstrate products and solutions and how they will fit in the client’s organization.
- Manage and identify key customer relationships and build and maintain a sales pipeline.
- Client Onboarding & Adoption (30%)
- Configure Trade Shield's product suite in a way that delivers maximum impact in addressing the client’s pain points, within SLA’s.
- Collaborate with customer success managers to gain insights into clients' pain points and requirements
- Participate in kick-off meetings to gather information about clients’ existing processes and requirements.
- Document all client setup requirements including ongoing change requests maintaining a reliable & accurate audit trail on setup/change requests.
- Present the configured solution/s to customer success managers and/or clients to highlight the impacts Trade Shield will deliver as promised at the kick-off session.
- Provide ongoing support and guidance to clients throughout the onboarding and adoption process to ensure their needs are being met and they are satisfied with the product.
- Collect feedback from clients pertaining to the value proposition of Trade Shield’s products and share insights with relevant internal stakeholders.
- Develop measurements to help understand the impact of successful implementation & track projects against measurements.
- Train clients and internal staff on how to use the software and ensure that they understand how to take full advantage of its features and functionality as per their requirements.
- Support (30%)
- Collaborate with technical support to troubleshoot technical issues and provide guidance on product functionality.
- Resolve allocated support requests from both internal and external stakeholders within SLAs.
- Create content and resources for clients to use for education with the intent to drive rapid product adoption.
- Continuous Improvement (10%)
- Build and maintain knowledge of Trade Shield’s product suite, systems & processes across the business.
- Keep up to date with the product roadmap and release of features at each deployment cycle.
- Work closely with Product Management team to ensure effective delivery of our value proposition including the prioritisation of product enhancements.
- Build evergreen content and resources for customers (and other organisations) to use for education and to drive rapid product adoption.
- GROWTH VISION:

- Customer Success is a new and fast-growing profession that offers challenging and rewarding opportunities. This role is key to the successful execution of our entire operation and critical in ensuring that we have an impact on our clients. The role will enable you to gain a deep understanding of all of Trade Shield’s products and services and how they fit into the value proposition to our clients.
- REQUIRED QUALIFICATIONS & COMPETENCIES (*critical):

- 3+ years of experience in a similar environment*
- 3-year university degree preferred
- Experience in customer or technical support preferred
- Basics of project management (advantageous)

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