Customer Success Associate

3 weeks ago

Cape Town, Western Cape, South Africa West Coast Personnel Full time

West Coast Personnel is seeking a skilled Customer Success Specialist to empower businesses to create impactful, personalized interactions with their customers, significantly boosting conversion rates. The ideal candidate will partner with clients to evolve their customer support team into a comprehensive customer success function.

This role requires someone who is self-driven, adaptable, and eager to embrace new ideas and technologies. The successful candidate will be instrumental in guiding customers through the onboarding process, providing high-quality product support, and analyzing key account statistics to identify pain points and educate clients.

Key Responsibilities:

  • Guide customers through the onboarding process, ensuring they understand how to use the Platform.
  • Provide high-quality product support, partnering with customers to resolve queries via email, chat, and phone.
  • Analyze key account statistics and performance metrics to identify pain points and educate clients, driving campaign improvement.
  • Identify opportunities for upselling or cross selling the Company's products.
  • Serve as the main point of contact for customers, managing all escalations.
  • Liaise with supporting teams (Development, Finance, etc.) on behalf of clients.
  • 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.
  • Continuously develop in-depth knowledge of the Company's platform.
  • Demonstrate the ongoing value of their solutions, successfully renewing annual customers.
  • Diagnose software issues and resolve escalated customer complaints using established processes.
  • Provide guidance on non-technical queries (e.g., marketing, sales, e-commerce setup).
  • Create Knowledge Base content.
  • Lead knowledge sharing efforts based on customer insights across all departments.

Qualifications and Experience:

  • 2-4 years of SaaS experience.
  • SMS experience is a plus.
  • Intermediate Excel skills.
  • Proven track record in retaining and growing client relationships.
  • Ability to thrive in a fast-paced, dynamic environment.
  • Excellent communication skills, both written and verbal.
  • A team player capable of managing multiple priorities and collaborating across all levels of the business.
  • A creative thinker willing to challenge the status quo professionally.
  • Passion for start-ups with a solid understanding of the start-up environment.
  • Strong work ethic and motivation to contribute to a growing, fast-paced environment.
  • Experience in a start-up environment is ideal.
  • Must have own reliable transport.

This role is perfect for someone who thrives in a hyper-fast-paced setting and is looking for a significant impact on a rapidly expanding company.

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