Customer Success Specialist

2 weeks ago

Johannesburg, South Africa Tripplo Full time

**The Role**

We are looking for a technical Customer Success Specialist (CSS) to join the Growth team. The CSS will prioritise the needs & goals to guide blue-chip & key customers through the sales process into the support phase mainly in the SaaS white-labelled marketplace & sometimes the public marketplace. The CSS will be responsible to conduct technical pre-sales demos & product showcasing aligned to key-account customer needs alongside the business development & sales teams. The CSS will also be responsible to drive adoption of the platform by technically onboard, train, manage & support the users of the Tripplo platform. The CSS will work cross functionally with the growth, business & product-engineering teams to ensure that the Tripplo platform is used successfully & sustainably.

**Responsibilities**
- Retaining customers by enhancing Tripplo platform usage by key customers.
- Share & present the Tripplo platform value proposition to potential & existing customers.
- Matching customer needs with the platform capabilities technologically.
- Onboarding new customers, whilst providing end-to-end education & training for all customer or their affiliates’ users.
- Create & release training videos, documentation, and tutorials of the platform.
- Ensuring customers are using the Tripplo platform daily to achieve their strategic objectives.
- Build strong relationships with the Tripplo customers at various levels, become a key point of contact for the customers.
- Customer retention & ensuring that the platform is valuable for customers in order to increase the customer lifetime value.
- Representing customers internally to the business, growth & technology teams to provide quality feedback that will be used to improve the platform & its features.
- Handling the first line of customer feedback & support, to channel to the right internal team.
- Introduce new products & features to customers & ensuring that the customers are well trained.
- Collaborate with the development, business & growth teams to improve the overall customer experience.

**Key requirements**
- A Bachelors degree in a relevant field.
- Minimum of 5 years in technical customer support or technical consultant with software products.
- Customer-first thinking.
- Technologically proficient with some experience working in logistics an advantage.
- Deep knowledge of the SaaS models & ability to immerse into the Tripplo platform.
- Experience in similar customer-centric technical role delivering solutions in a consultative role.
- Relationship management at all organisational levels.
- Strong problem skills with ability to break down complex problems into manageable components & create value-creating solutions.
- Strong listening ability.
- Training, teaching & mentoring skills.
- Good project & time management.
- Selling skills an advantage.
- Proficiency with CRM software e.g. Hubspot.
- Strong teamwork & cross collaboration capabilities.

Ability to commute/relocate:

- Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (required)

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