Customer Success Agent

Summary about this job

Detail information about job Customer Success Agent. Terms and conditions vacancy

• Accountability for outcomes - Own your success!
• Work with innovative and inspiring people
• Fun company culture

The Position

The Customer Success Agent will be responsible for analysing the features of Neto that each customer is using, find gaps where they’re not utilising the product to its full potential and advise them on the best way they can succeed with Neto. You will proactively engage with customers to seek growth opportunities and reduce churn.

You will proactively maintain strong working relationships with Neto customers through regular check-ins, acting as an escalation point for issues that impact our customers' success, and responding to retention risks and opportunities.

You will aim to expand Neto's adoption and retention within our customer base while ensuring customers achieve desired ROI.

Responsibilities

• Look for opportunities to upsell to customers based upon understanding their business and the additional features they could benefit from.
• Professionally manage customer relationships to ensure high customer retention, superior NPS and expanded cross sell opportunities.
• Proactively call customers once they sign up to Neto to assist them in getting to the go-live stage
• Proactively contact customers on a regular basis to ensure they are set up for success with Neto
• Research customers and look for opportunities to enhance their business to ensure they derive maximum value from Neto
• Gain a thorough understanding of assigned customers' needs, objectives, and processes by performing a product gap analysis to ensure that they successfully adopt Neto.
• Identify risks to Customer success and aggressively/proactively engage the Customer whenever there's an identified retention concern.
• Gain and maintain an expert knowledge of Neto's products and services

Skills Required

You will possess:

• A no fear approach to proactively calling customers and an ability to quickly build rapport and develop relationships
• Experience working in a B2B call centre/sales environment
• Strong conflict resolution and negotiation skills
• The ability to identify customer retention risks and quickly/proactively work with customers and key stakeholders to find solutions to reduce churn.
• Excellent communication skills and a passion for building relationships
• As a confident self-starter, you will posses the ability upsell/sell to existing customers seamlessly
• Experience in dealing with different sized businesses within a variety of industries.
• Ability to work autonomously, manage your own workload and prioritise effectively.
• A passion for continuous learning
• You'll enjoy going above and beyond for customers and be able to motivate others to do the same

Bonus Skills:

• Experience with salesforce
• Experience working in the retail industry/ecommerce with a solid understanding of retail operations

A good sense of humour and a willingness to participate in our social office atmosphere is also important