Customer Success (Account Support)
The Customer Success role ensures the customer receives excellent support and service, particularly during the early stages with Ailo. Syd or Melb CBD
Summary about this job
Customer Service - Customer Facing
Company: Ailo
Location: Sydney
Work type: Full Time
Salary: n\a
Phone: +61-2-2159-6304
Fax: +61-3-4145-3328
E-mail: n\a
Site: n\a
Detail information about job Customer Success (Account Support). Terms and conditions vacancy
Ailo is a leading company in the Real Estate Property Management industry, and growing very fast with new product and service launches.
The Customer Success role is an important link between the customer, sales and technical support, making sure the different functions across the organisation are working together so that the customer has a positive experience with Ailo and all Ailo and LPMA products.
Key activities are focussing on customer installation; trial and activation to ensure all aspects are working as required for the customer, and to ensure conversion from trial to paying subscription.
Ailo is a dynamic, fast moving company on the rise- successful applicants will receive extensive training in the industry and many tools and systems.
Please send your resume, with a covering letter, through to apply.
ACCOUNTABILITIES
- Facilitating and performing new customer installations (either Trial or paying), ensuring a positive customer experience
- Ensuring the customer is onboarded adequately and understands how to use and leverage Ailo and LPMA products
- Responsible for monitoring, triaging and resolution of customer support issues and questions
- Drive to turn customer Trials into Sales and identify upsell opportunities, working with Account Executive(s) to close
- Proactively identify and resolve potential issues or concerns- across the customers base and for individual customers
- Manage support channels to ensure customer support requests are promptly and appropriately responded to
- Work with adjacencies, such as sales, product, operations to reach the best outcome for the business and the customer.
- Proactive review of customer and product usage information to understand customer product status and usage maturity
- Use product metrics to proactively reach out to customers via email, phone, chat to help customers make the most of their experience
CRITICAL COMPETENCIES
- Analytical and problem solving capabilities
- Focussed and diligent mindset and approach - customer ambassador and detail driven
- Previous Technical Customer support experience
- Excellent customer communications skill - verbal and written
- Experience working across organisations to drive results
- Proven ability to manage conflicting priorities effectively to obtain the best outcome
- Experience with CRM systems such as Salesforce
- Experience with support systems such as Intercom or ServiceCloud
- Previous Account Management skills an advantage