Customer Success Specialist

  • Salary: $50,000 - $80,000 per annum
  • Location: Across New Zealand
  • Post date: January 3, 2019
  • Ref #:
  • Specialism: Technology
  • Job Type: Permanent
  • Industry: Exciting Technology Start-up!

About the Client

We have a number of clients across the technology industry who are seeking Customer Success Advocates – you’ll be passionate about delivering a seamless service and will be entirely transparent to your internal team about customer feedback. You’ll be proactive, personable and driven to produce a service that is impeccable – recognising the value in your role, you see constructive feedback as the best kind, this enables you to find even better ways of operating!

Responsibilities

  • Be the number one advocator for the customer journey
  • To be understanding, empathetic and a problem solver when discussing continuous improvement opportunities with the team
  • To take inbound support calls with personality and a solution driven focus
  • To follow the Customer Support (CS) process and use our CRM effectively
  • To work with the Senior CS Manager’s to implement the CS plan
  • Act as a bridge between the tech and the end user
  • To collaborate and communicate effectively both internally and externally
  • To represent the company in all aspects of interaction with customers in keeping with the company values
  • Inform the wider business of the key criteria / what success looks like in the role
  • To demonstrate a management and relationship style that reflects company values

 

Key Characteristics of a successful Customer Success Specialist

 

·       Enthusiastic and resilient – you persevere with energy, engagement and a sense of fun!

·       Continuously learning – you understand the need to be continuously evolving and tweaking the product to ensure a seamless end user experience

·       Prioritise – you’ll be able to handle a multitude of queries from internal and external stakeholders and keep expectations managed and do what you say you will!

·       You’ll be an organised ninja

·       Strong communication – with impeccable written communication and phone skills, you’re happy liaising with customers over any medium

·       Customer Centric – you LOVE your clients, providing the best support and service in the industry is what you strive for

 

Preferred Skills and Experience

·       Degree educated in marketing/communications is a bonus

·       Customer service or success experience

·       Friendly and engaging communicator

·       To communicate effectively with the team about progress, goals and accountability

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