Graduate Customer Success Specialist

1 month ago

Johannesburg, South Africa Iress Limited Full time

See yourself being part of a large, transformational change? This could be the role for you

Join us in shaping the future of financial services in Southern Africa

Are you ready to kickstart your career in financial services technology?
If you’re passionate about delivering a great customer experience and want to help clients thrive post-sale, consider joining us as a Graduate Customer Success Specialist In this role, you’ll work closely with our customers to enhance their experience, increase lifetime value, and ensure they get the best out of our technology.
What’s in It for you?
Our team provides hands-on training and guidance to help you grow in relationship management and account development. You’ll be the key link between clients and our service and sales teams, working in a collaborative environment where every day brings new learning opportunities
What we’re looking for
If you enjoy connecting with clients, solving challenges, and are eager to learn, this is the role for you. Our values of going beyond, acting smart, and winning together mean you’ll always have support in a culture that encourages growth and celebrates success
Our Graduate Program is designed to support local talent and promote diversity in the workplace. We are therefore seeking applications from South African citizens aged 18 to 25, with no prior work experience, who belong to previously disadvantaged demographic groups.
Please note that only short-listed candidates will be contacted for further steps in the selection process.
Role Overview
As a Graduate Customer Success Specialist, you’ll join our team dedicated to creating exceptional client experiences and ensuring our clients achieve success with our solutions. This role is focused on developing strong, long-term relationships with clients, supporting their journey from initial onboarding to daily support, and enhancing their overall satisfaction and engagement with our services.
We’re looking for graduates with a keen interest and foundational understanding of the financial services, trading, and market data industry, who are passionate about learning and eager to grow in customer success. Our goal is to offer permanent employment to graduates who excel and add value to our team over the course of this 12-month program

Accountabilities & Deliverables
Client Onboarding and Engagement:

- Assist in guiding clients through the onboarding process, ensuring they are comfortable with our products and services.
- Collaborate with senior team members to develop personalised engagement plans tailored to each client’s needs and goals.

Ongoing Client Support and Satisfaction:

- Learn to serve as a primary point of contact for clients, addressing inquiries, resolving issues, and providing timely assistance.
- Work with the Customer Success team to monitor client satisfaction, implementing feedback and suggesting improvements where needed.

Collaboration and Cross-functional Support:

- Work alongside the Sales, Product, and Support teams to understand client needs and ensure seamless service delivery.
- Learn to identify and escalate more complex client issues to appropriate team members, contributing to continuous improvements in client experience.

Relationship Building and Retention:

- Develop skills to build lasting client relationships by understanding each client’s business objectives and aligning them with our solutions.
- Support efforts to increase client lifetime value, actively engaging in initiatives to improve retention and loyalty.

Qualifications and Certifications

- Bachelor’s degree in Business, or Finance or a related field (required)
- Demonstrated interest and foundational understanding of financial services (required)

Skills and Competencies
During the program, you’ll develop and demonstrate the following skills:

- Customer Relationship Management: Learn the basics of managing client relationships, resolving issues, and maintaining satisfaction.
- Communication: Develop skills to effectively communicate with clients, convey information clearly, and understand client feedback.
- Problem Solving: Learn how to troubleshoot client issues, analyse feedback, and contribute to developing solutions.
- Client Focus: Demonstrate a strong commitment to understanding and meeting client needs.
- Teamwork: Collaborate with other departments to deliver an integrated client experience.
- Adaptability: Show flexibility in response to evolving client needs, new information, and changes in the environment.

About Iress
At Iress, we believe technology should help people perform better every day. Since our beginning in 1993, people across financial services have trusted us to take their performance to the next level. From the world’s most established financial brands to new and disruptive players, we help improve every aspect of our clients’ businesses so that they can work better, every day. Iress is one of Australia’s largest technology companies and employs more than 1900 people across Asia Pacific, North America, Africa and UK & Europe.
Our employee benefits are some of the best in the industry, supporting our people at every life stage. It means we work smarter, happier, and healthier with long weekends, flexible ways of working, generous parental leave, opportunities to participate in our local community initiatives and a connected team culture.
Iress is committed to fostering a welcoming and inclusive culture. We strongly believe that diversity is what makes our teams and our products succeed. Our people have different experiences, skills, perspectives and beliefs and everyone’s uniqueness is valued and celebrated. Even if you feel you don’t meet all of the requirements of the role, we would still like to hear from you
#LI-Hybrid

Employment Type
Employee
Time Type
Full time

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