Customer Success Specialist

Job Heron
Epsom, UK
20 Aug 2019
23 Aug 2019
Contract Type
Full Time
Are you looking for a new challenge or opportunity within the cloud-based software industry? Does working within an early-stage SaaS start-up excite you?

One of the UK's leading cloud-based sales commission calculation apps has an exciting opportunity for a Customer Success Specialist to join their team based in Epsom.

They take sales data from spreadsheets or third-party applications, such as Salesforce or Quickbooks Online, and convert that data into commission reports for sales reps. Their intuitive toolset means you can be up and running in a matter of minutes and their commission automation processes can save you hours of admin each month.

Having raised investment capital, they are looking for a graduate to come and join their team as a Customer Success Specialist. You will be trained and work under the Customer Success Manager.

About the role:

As their Customer Success Specialist, you will be accountable for developing a positive and productive relationship with their customers and ensuring the continued development of service delivery processes. This role will proactively support, guide, facilitate and enable the customer to realise benefits from the implementation of Commissionly products into their organisation.

You will have the following responsibilities after completing the internal training programme:
  • Building and maintaining strong customer relationships
  • Owning any business impacting support / product issues through to resolution, being the voice of the customer
  • Identifying and understanding customer outcomes required for both current and future needs
  • Proactively monitoring the adoption of the platform within the customer organisation to ensure that they are utilising it to their full potential and identifying areas for improved utilisation and effectiveness.
  • Completing regular 'case reviews' and ensuring the customer receives a high level of support
  • Defining account plans for growth and retention and establish a communication plan with the customer
  • Organising and facilitating customer focus groups as required
  • Continually maintaining an understanding of the company's position in the marketplace, including a full understanding of competitive products
  • Ensuring all accounts are being managed within agreed parameters
  • Assisting sales in the generation and where necessary closure of software and services sales
  • Liaising with the product team regarding product features and changes, helping to keep the company's products at the forefront of the industry
  • Occasional attendance at exhibitions to promote the company's products

About you:
  • Degree or equivalent in computing, IT or business systems (desirable)
  • Excellent problem-solving and decision-making skills
  • Outstanding communication skills, written and verbal
  • Ability to produce reports
  • Ability to prepare, organise and deliver presentations using appropriate tools and techniques
  • Ability to take a leadership role in meetings and discussions
  • Good at developing effective relationships
  • Influencing skills
  • Innovation, flexibility and adaptability

Sounds interesting? Click the APPLY button now.

Candidates with previous experience in or job titles including Customer Success Manager, IOT, Customer Success Executive, Data Analytics, Customer Service Advisor, Visualisation, Customer Service Representative, Business Analysis, Customer Support, Project Management, Customer Care Advisor, Account Manager, Customer Service Coordinator, Client Relations, Customer Relationship Manager, Account Executive, Customer Service Administrator, Customer Success Analyst may be considered.

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