Customer Success Partner

2 months ago

Cape Town, Western Cape, South Africa MRI Software Full time

Unlock Your Potential as a Customer Success Partner at MRI Software

Job Summary

We are seeking a highly skilled Customer Success Partner to join our team at MRI Software. As a key member of our support operations team, you will be responsible for delivering exceptional customer experiences and driving success for our clients.

Key Responsibilities

  1. Develop a deep understanding of our Occupier product suite and provide expert support to clients.
  2. Thoroughly investigate client issues, recreate problems, and assist in determining root causes.
  3. Utilize our support tool to track and resolve client issues in a timely manner, following our established support procedures.
  4. Actively monitor issues to ensure they are resolved within our clients' Service Level Agreements.
  5. Attend client status meetings to review open issues and provide updates.
  6. Effectively manage client expectations and foster positive relationships to ensure client retention.
  7. Clearly document issue resolutions and confirm client understanding for closure of support cases.
  8. Participate in ongoing system training and knowledge transfer with internal personnel across departments.
  9. Actively participate in Transition to Support meetings to ensure successful knowledge transfer from implementation to support.
  10. Log, test, track, coordinate deployment activities, and perform system testing as needed to achieve a successful upgrade.
  11. Approach all circumstances and interactions in a professional manner.
  12. Adhere to all internal policies and procedures as required by the Information Security Management Team.

Requirements

  1. Bachelor's degree in Business or Computer Science or equivalent experience.
  2. Proven experience in researching and resolving client issues (2+ years).
  3. Software testing and troubleshooting experience.
  4. Flexibility and passion for delivering outstanding service.
  5. Interpersonal skills coupled with the ability to work across departmental boundaries.
  6. Excellent written and oral communication skills.
  7. Excellent analytical skills.
  8. Ability to work (individually and as part of a team) in a fast-paced environment, work on multiple projects, multi-task, define deliverables, and meet established deadlines.
  9. Professional image and appearance.
  10. Must be fluent in English.

Preferred Skills

  1. Knowledge of SQL and relational database structure.
  2. Technically proficient.
  3. Real estate, facility management, or capital/project management knowledge and experience.

About MRI Software

We're a global industry leader in real estate software, dedicated to delivering exceptional customer experiences and driving success for our clients. We believe in the importance of diversity, equality, and inclusion, and we're committed to creating a work environment that's inclusive and welcoming to all.

What We Offer

  1. Competitive salary and benefits package.
  2. Opportunities for professional growth and development.
  3. A dynamic and supportive work environment.
  4. A comprehensive training program to help you succeed in your role.
  5. A recognition and reward program to celebrate your achievements.
  6. A generous parental leave policy to support your family.
  7. A flexible work arrangement to balance your work and personal life.
  8. A comprehensive employee assistance program to support your well-being.

Join Our Team

We're excited to hear from you If you're a motivated and talented individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this role.

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