Customer Success Specialist

5 months ago

Bellville, South Africa JOBJACK Full time

JOBJACK is looking for a driven, patient, and passionate problem solver to join our Operations Team as a Customer Success Specialist. With superior people skills and a positive attitude, a Customer Success specialist bridges the gap between sales and customer management, enhancing product value and keeping a "high-level view" of the support process.
This is a summary of the Customer Success Specialist role and the duties to be performed as organized by following key responsibility areas.

**1. Customer Onboarding and Relationship Building**:

- Onboard and train new customers following the Customer Onboarding process
- Set up relevant meetings, training, and follow-ups with all parties involved in customer onboarding.
- Manage, build, and strengthen customer relationships.
- Manage customer usage through their entire life cycle.
- Establish a trusted and strategic advisor relationship to help drive the continued value of our product.

**2. Customer Support and Issue Resolution**:

- Demonstrate the value of the JOBJACK platform to our customers every day by providing fantastic customer support.
- Review the customer journey, identify how it’s supported, and take a consultative approach to helping customers overcome issues and achieve goals.
- Address, resolve, and record any customer issues that arise of usage, and general account satisfaction.
- Offer solutions to pain points, and find opportunities to upsell new features to increase revenue

**3. Develop Customer Success processes and best practices**:

- Maintain and develop customer success processes and best practices, as well as customer support content, with the help of the marketing team.
- Have a comprehensive knowledge of the company’s business model to answer all customer-related inquiries.
- Continuously improve customer success processes and procedures.
- Analyze internal reports to identify bottlenecks and ensure Operational OKRs are met consistently.
- Prepare necessary documentation, reports, or visuals for customers to demonstrate the performance of the campaign and analyze data trend scores to identify areas of improvement.

**4. Maintain quality and increase usage**:

- Collaborate with the CM Team by conducting quarterly Account Manager Check-ins to ensure quality service is maintained.
- Collaborate with the product team to provide feedback on product improvements and new features.
- Develop and execute customer engagement campaigns to increase usage and adoption.
- Monitor customer usage and identify opportunities for upsells
- Conduct monthly check-ins with customers to identify areas for improvement and recommend solutions.

**Requirements**:

- Bachelor's degree or diploma, and 2-3 year's relevant experience
- Multi-tasker
- Detail-oriented
- Problem-solver
- Joyful and driven
- Deadline-oriented
- Opportunity finder
- Flexible and adaptable
- Comfortable working across multiple departments
- Confident to investigate and implement new ideas
- Ability to break down processes into practical steps
- Exceptional verbal and written communication skills
- Ability to stay calm, cool and collected during stressful conversations
- Eager to invest in the JOBJACK culture and vision to Employ the World

**Benefits**:

- Hybrid model - with our Bellville-based office, we offer employees in-office and remote days
- Flexible hours - your day starts anytime between 6 am and 9 am
- Leave - we offer a generous leave package of 20 days in your first year, and 25 days from year 2
- No dress code
- Culture - it's our top priority
- Upskilling - access to Audible and Udemy courses, on dedicated company time.

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