Client Success Expert

1 month ago


Johannesburg, South Africa INFUSE Full time

**OUR HIRING PROCESS**:

- We may then invite you to submit a video interview for the review of the hiring manager. This video interview is often followed by a test or short project that allows us to determine whether you will be a good fit for the team.
- At this point, we will invite you to interview with our hiring manager and/or the interview team. Please note: We do not conduct interviews via text message, Telegram, etc. and we never hire anyone into our organization without having met you face-to-face (or via Zoom). You will be invited to come to a live meeting or Zoom, where you will meet our INFUSE team.
- From there on, it's decision time If you are still excited to join INFUSE and we like you as much, we will have a conversation about your offer. We do not make offers without giving you the opportunity to speak with us live. After all, we consider our team members our family, and we want you to feel comfortable and welcomed.

The Client Success Expert is responsible for developing customer relationships that promote retention and loyalty. Works closely with customers to ensure that they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

**Responsibilities**:

- Establish a trusted, strategic advisor relationship with assigned customers and drive continued value, and customer satisfaction, encouraging retention and growth
- Be an advocate for client feature requests and work cross-functionally with our Product team to help move projects forward
- Establish and oversee the customer's adoption, training, and development of best practices to continually drive incremental value and return on the customer's investment
- Work closely with the Sales team as they close new business and hand over new customers and trials for onboarding
- Onboard new clients, proactively reach out to existing clients to improve user engagement, conduct quarterly/annual business reviews, and have renewal/termination conversations with clients
- Assist existing clients with their questions and needs and coordinate this process with other involved teams
- Build a Knowledge Base to help customers drive value from Infotelligent products
- Track and report on key metrics for Customer Adoption and Success

**Qualifications**

We are committed to being great, and we are looking for someone who:

- Possesses strong communication, interpersonal, and organizational skills
- Is customer-centric and has empathy towards customers and their needs
- Can think creatively and is not afraid to challenge the status quo
- Is independent and has a problem-solving plus get-it-done attitude
- Previous experience in customer service positions (2+ years)
- WORKING HOURS: 9 AM - 6 PM in the EST time zone



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