Customer Success Specialist

A SaaS platform is looking for a Customer Success Specialist, who will be entrusted with scaling the customer support team to evolve into a customer success function. The successful candidate will be required to be self-driven and self-managed and adopt new ideas and technologies along the way. 

DUTIES & RESPONSIBILITIES, NOT LIMITED TO: 

• Ensure customers are guided through onboarding process and understand how to use the Platform 
• Provide high-quality product support for customers, partnering with them to effectively resolve their queries through email, chat, and phone 
• Analysing key account statistics and performance metrics to identify pain points and educate clients to drive campaign improvement 
• Identify opportunities for upselling or cross selling company products 
• Serve as a main point of contact for customer and manage all escalations 
• Liaising with supporting teams (Development, Finance and more), on behalf of the clients 
• Gathering customer feedback and sharing it internally to improve the product and/or establish better Customer Support practices 
• Identify at-risk customers and implement strategies to retain them 
• Developing and ensuring continuous in-depth knowledge of the company’s platform 
• Demonstrating the continuous value of company solutions by successfully renewing annual customers 
• Diagnosing software issues and resolving escalated customer complaints engage using established processes 
• Providing support & guidance on non-technical related questions (e.g.: marketing, sales, other e-commerce set-up questions) 
• Creation of Knowledge base content  
• Leading the knowledge sharing effort derived from the voice of the customer between all departments of the company 

REQUIREMENTS  

• 2- 4 years SaaS experience  
• SMS experience beneficial 
• Intermediate Excel skills
• A proven track record of retaining and growing client relationships 
• Ability to work in hyper-fast paced and changing environment
• Thoughtful and excellent at communicating through a variety of channels that require both written and verbal skills 
• A team player with the ability to manage multiple priorities and work with cross-functional team members at all levels within the business 
• A creative thinker who is willing to challenge the status quo professionally 
• Passionate about start-ups with a good understanding of the start-up environment 
• Strong work ethic and motivation to continuously contribute in a growing and fast-paced environment 
• Ability to work in hyper-fast paced and changing environment (this role would be ideal for someone coming from a start-up environment)