Customer Success Associate -Rosebank

SUMMARY:
Customer Success Associate -Rosebank

POSITION INFO:

About the Company:

We’re looking for a Customer Success Associate to be part of our Sales and Success team.

We work with home and field service companies designing cutting-edge technology to help them better quote, schedule, manage, invoice, and collect payments from their customers. We are growing fast - but we’ve just scratched the surface of what we want to accomplish for our customers.

About the Role:

The Customer Success Associate 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.

Duties & 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 our company
• 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 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 - to make the company better.
• 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.

***Salary – R18,000.00 – R20,000.00 + Commission & Incentives (Negotiable, based on skills, experience and in relation to current package)