Customer Success Professional

4 weeks ago

Cape Town, Western Cape, South Africa JOBJACK Full time
Customer Success Specialist

JOBJACK is seeking a highly skilled and motivated Customer Success Specialist to join our team. As a Customer Success Specialist, you will be responsible for bridging the gap between sales and customer management, enhancing product value, and ensuring a high-level view of the support process.

Key Responsibilities
  • Onboard and train new customers following the Customer Success process.
  • Set up relevant meetings, training, and follow-ups with all parties involved in customer onboarding.
  • Establish a trusted and strategic advisor relationship to help drive the continued value of our product.
  • Problem-solve on the go with the customer to ensure a successful rollout.
Customer Entrenchment
  • Manage, build, and strengthen customer relationships throughout their entire lifecycle.
  • Demonstrate the value of the JOBJACK platform daily by taking a consultative approach to help customers overcome issues and achieve goals.
  • Handle incoming calls and emails, ensuring appropriate follow-ups through meetings and emails.
  • Address, resolve, and document customer issues related to platform usage and general account satisfaction.
  • Collaborate with the Customer Management Team to conduct quarterly Account Manager Check-ins and ensure quality service is consistently maintained.
  • Develop and execute customer engagement campaigns to increase platform usage and adoption.
Customer Renewal & Upselling
  • Offer solutions to customer pain points and identify opportunities to upsell new features, increasing revenue.
  • Monitor customer usage and spot opportunities for upselling.
  • Manage the annual customer subscription renewal process, starting three months before the renewal date and continuing until the renewal is signed.
Support the Development of Customer Success Processes and Best Practices
  • Continuously improve customer success processes and best practices, as well as customer support content, in collaboration with the team.
  • Maintain comprehensive knowledge of the company's business model to effectively address customer inquiries.
  • Analyze internal reports to identify bottlenecks, ensuring Operational OKRs are consistently met.
  • Share necessary documentation, reports, or visuals with customers to demonstrate campaign performance and analyze data trends to identify areas of improvement.
  • Collaborate with the Product Team to provide feedback on product enhancements and new features.

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 apply new knowledge in a fast-paced environment
  • Ability to stay calm, cool and collected during stressful conversations

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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