Customer Success Specialist

Summary about this job

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

• Do you have Saas experience or knowledge?
• Good communication skills are key
• Previous customer support/success experience is required

Our client is a NZ based SAAS company that builds awesome software that helps people manage their businesses smarter.  They are going through an exciting and exponential period of growth and expansion and are looking for exceptional people to come on the journey.
  
To support this growth, they’re looking for an experienced and driven Customer Success Specialist to join the small team in their Sydney CBD office. You will be someone who can understand their customer, empathize with their pain points, and help them along their journey.

You will own the customer experience and post sale, from onboarding to explaining the long-term benefits of Fergus to the customer via phone and video call interactions. You’ll work within the customer team and interact with both other customer success team members and customer support team members.

Responsibilities include:

• Handling all inbound customer success phone queries
• Providing support through follow-up calls, chatbot or video chats
• Working with the technical support team to handle any technical issues
• Documenting issues through the support ticket system
• Providing end user training to customers
• Providing excellent customer service

Key requirements:

• Be able to really own the successful use of the product and be the front line responder for handling all inbound customer success queries.
• You will have a minimum of 2 years’ experience in a customer-focused role, ideally in a software environment.
• You’ll be competent with technology and actually, understand what the “cloud” and a “web browser” are and can explain the concepts behind how they work.
• You’ll need to be patient and cheerful by nature, and adaptable with handling a range of different personalities that you’ll encounter.
• The ideal candidate must have an excellent, confident telephone manner, and the ability to develop excellent customer relationships. Any knowledge of software or hardware technologies a definite bonus.

Company culture:

 A fun and friendly office environment - open and honest communication to make people feel comfortable sharing and engaging.
A positive team & family spirit - the team have respect for one another and will back you 100% while finding solutions to the world around us.
Curiosity is encouraged. The business was built because they were curious about how new technology could grow their own business from good to great.