Customer Success Advocate

4 weeks ago


CapeTown, South Africa West Coast Personnel Full time

West Coast Personnel seeks a skilled Customer Success Specialist to join their team. This role involves guiding customers through the onboarding process, ensuring they understand how to utilize the Platform. The ideal candidate will provide high-quality product support, partnering with customers to resolve queries via email, chat, and phone. Key responsibilities include analyzing key account statistics and performance metrics to identify pain points and educate clients, driving campaign improvement. The Customer Success Specialist will also identify opportunities for upselling or cross-selling the Company's products, serve as the main point of contact for customers, managing all escalations, and liaise with supporting teams on behalf of clients. Additionally, the successful candidate will gather and share customer feedback internally to enhance the product and improve Customer Support practices, identify at-risk customers, and implement strategies to retain them. Strong communication skills, both written and verbal, are essential, as is the ability to thrive in a fast-paced, dynamic environment. Ideal candidates will have 2-4 years of SaaS experience, SMS experience is a plus, intermediate Excel skills, and a proven track record in retaining and growing client relationships. Passion for start-ups and a solid understanding of the start-up environment are also desirable.



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