Customer Experience Specialist

1 month ago

Johannesburg, Gauteng, South Africa Catch Recruit Full time

We are seeking a highly skilled Customer Success Professional to join our team at Catch Recruit. As a key member of our organization, you will play a crucial role in ensuring the satisfaction and retention of our customers.

About the Role

The primary responsibility of this position is to develop and implement effective strategies that drive customer success. This includes designing and executing onboarding processes, providing top-notch technical support, collecting and analyzing customer feedback, and tracking key performance indicators (KPIs).

You will work closely with cross-functional teams, including product development, sales, marketing, and support, to ensure seamless collaboration and alignment of customer success initiatives with broader business objectives.

Key Responsibilities
  • Design and implement effective onboarding processes for new customers
  • Provide exceptional technical support and serve as a bridge between customers and the development team
  • Collect and analyze customer feedback to identify trends, pain points, and opportunities for improvement
  • Track key performance indicators (KPIs) related to customer success, including customer satisfaction scores, retention rates, and usage metrics
  • Work to ensure customers are effectively using our product and deriving value from it through outreach campaigns, training resources, and guidance
  • Collaborate closely with other teams to inform product roadmaps, marketing strategies, and sales tactics
Requirements

To succeed in this role, you should have:

  • A strong understanding of customer success principles and practices
  • Excellent communication and interpersonal skills, with the ability to build and maintain positive relationships with customers
  • Proficiency in G Suite, Google Sheets, and building CRM systems
  • An understanding of Github and data analysis techniques and tools
  • Strong project management skills, including planning, organization, and execution skills
  • Critical and analytical thinking to solve complex problems and make data-driven decisions
  • A strategic mindset and the ability to align customer success initiatives with broader business objectives
What We Offer

We offer a competitive salary range of $80,000 - $110,000 per year, depending on experience, as well as a comprehensive benefits package and opportunities for growth and professional development.

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