RESPONSIBILITIES
- Take over new customers from sales and act as the single point of contact.
- Own and manage the customer relationship throughout the entire customer lifecycle.
- Coordinate customer queries and loop in subject matter expert colleagues from payroll, benefits or tech.
- Ensure smooth onboarding of new customers, the training of platform end users, as well as post go-live support.
- Help simplify and automate complex operational processes together with the tech team.
- Understand customer outcomes by communicating with customers, analyse customer health metrics, run NPS and gather other feedback.
- Represent the voice of the customer to provide input into every core product, marketing and sales process.
- Collaborate with the engineering and development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers.
- Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements.
- Being the main point of contact between the company and our clients
Requirements
- 3+ years customer success management experience in a SaaS or software company.
- Proven track record of working in a customer facing role managing big corporate accounts, and engaging with C-Level executives.
- Experience working in a multi-stakeholders environment.
- A high level of accuracy and attention to detail is required.
- Excellent communication and interpersonal skills.
- Flexible approach, able to operate effectively with uncertainty and change.
- Experience working with Customer Success CRMS, BI tools, and delivering Business Reviews to clients.
- Finally, you must be a self-driven problem solver, with the ability to work towards achieving overarching commercial goals with minimal direction. We’re looking for a doer, not a talker and above all else, we need a team player who wants to be part of a fast growing startup.