Customer Success Specialist

Location: melbourne
Salary: $65000 - $80000 per annum
Job Type: permanent
Contact: Michael Bernardi
The Role:

As a member of the Customer Success Team, you will be responsible for utilising our existing customer base to drive inbound leads and increase subscription sales. You will be working closely with new customers acquired by the Business Development Managers and Account Executives to identify opportunities for growth and improve the customers’ experience. Your exceptional customer service skills, ability to read people over the phone, and solution-oriented mindset will be key to increasing customer lifetime value, reducing churn, and boosting revenue.

Responsibilities:
  • Respond to customer inquiries via phone or email with top-notch customer service
  • Contact new customers within 5 days of sign-up and regularly to provide tailored service
  • Handle inbound sales inquiries from prospective customers interested in the service
  • Maintain accurate customer information in the CRM (Salesforce) on a daily basis
  • Quickly resolve any customer issues, and report any trends to your manager
  • Identify upsell and cross-sell opportunities for new and existing products/features/services
  • Generate leads from existing customers and deliver an exceptional customer experience
  • Maintain high product knowledge and assist in growing the technology user base
  • Stay organised, persistent with follow-ups, and disciplined in daily tasks
  • Troubleshoot product issues and work with the technical team to resolve root causes
  • Collaborate with teams in Australia and New Zealand to ensure the best customer service possible
  • Provide feedback and insights to continuously improve products and services
  • Support your team and other departments as needed
  • Familiarise yourself with company policies and procedures.
Requirements:
  • Technical and digital skills, particularly with Salesforce and remote work culture
  • Ability to collaborate with colleagues via video conference and attend regular face-to-face meetings
  • Strong listening, communication, and problem-solving skills
  • Proactive approach to customer engagement and achieving results
  • Attention to detail and accuracy
  • Collaborative and resilient work style
  • Focus on success
  • Strong communication skills and the ability to determine customer needs.
How to apply

Click on the APPLY button or contact Michael Bernardi on (03) 8613 3555 for a confidential discussion.
Apply now