Customer Success Associate

SUMMARY:
Customer Success Associate

POSITION INFO:

About the Client:

South Africa''s #1 digital job management system that helps installation businesses win more business, get paid faster and have happier customers. We transform businesses by digitising their processes from the moment a customer reaches out - to the moment they pay. We capture leads, schedule and manage your jobs and teams in the field, generate and track quotes and invoices and accept electronic payments. Our client helps grow businesses by putting owners in control, fuelling productivity and freeing up huge amounts of time to focus on the things that matter.

Job Description:

As a Customer Success Associate you will focus on increasing product adoption and customer retention through effective customer relationships. Each day will be different from the next; especially in personal interactions. Our business is a fast-paced environment with multiple projects happening simultaneously. The person in this position must be friendly and genuinely interested in the business, the team and our customers. This position involves a high level of customer interaction via calls and online meetings, responding to emails and chats in a timely manner, as well as participating in cross-functional product-related meetings.

The right person for this job enjoys working with customers, has a technical aptitude on business applications, has a strong customer focus, exhibits the right communication skills, and is able to consult with clients on how to use products to improve and grow their business.

Our Culture:

• We foster a fun & interpersonal environment.
• We value & support each other as a team to ensure each team member realises their full potential & ultimately deliver quality as a team for all of our stakeholders.
• We welcome a diverse range of opinions, partners & doers in the journey.
• We ensure that feedback flows consistently & we continuously improve ourselves in all we do.
• We have a strong bias towards action
• We give a high level of independence for you to foster & grow as an individual

Key Responsibilities:

• Establish trusted relationships with customers and drive the maximum value through your interactions.
• Meet with customers to understand customer needs and objectives; ensure the customer is utilizing and benefiting from the full extent.
• Run onboarding and training sessions for business owners, administrators and technicians quickly and effectively to ensure a smooth transition from sales.
• Become an expert and work with customers making it quick and easy to get them up and running.
• Use CRM and other internal tools to proactively monitor and identify usage trends.
• Engage with customers to understand reasons for changes in usage and set mitigation plans to increase usage
• Gather customer insights to share with the Sales, Tech and Product teams.
• Collaborate with Sales, Tech and Product teams to design, build and deliver new customer experiences, product features and learning solutions.

Requirements:

• A passion for customer success & delivering value to customers puts a smile on your face.
• 1-2 years experience in customer success - or a comparable – role.
• Creative, resourceful, detail-oriented, and well-organized.
• Agile, willing to try new things, measure results and iterate on approaches.
• Strong project management, cross functional collaboration and strong communication skills.
• Analytical - skilled in “thinking about data in aggregate” and ability to step back and evaluate with action in mind on how to achieve desired outcomes using most efficient methods.
• Solid understanding of what the company does and how it works to solve user problems.
• Ability to strategically drive customers toward best practices.

Benefits:

• You’ll report directly to the Head of Sales & Success, and work closely with both the broader team, where everyone shares the same purpose and pitches in as needed.
• We offer a dynamic high growth environment where people can learn and thrive. If you want a fast paced, action oriented and sometimes unpredictable and challenging work environment, you’ll fit right in.
• For the right candidate, we offer competitive remuneration and a great working-environment with monthly team lunches and a values based culture.