Customer Success Expert Lead
5 days ago
At JobTech, we're a dynamic team of experts dedicated to empowering leaders in the ever-evolving work landscape. As a pioneering AI and big data analytics company, we're committed to delivering innovative solutions that address human capital business challenges. With a strong presence globally, we've established ourselves as a trusted partner for businesses from both private and public sectors.
We're passionate about harnessing the power of deep technology and labour market data to drive meaningful change. Our culture is built on empowerment, collaboration, and a willingness to invest in people and projects. If you're a motivated individual eager to grow with a forward-thinking organisation, we'd love to hear from you.
Job Description: Customer Success Expert Lead
We're seeking an experienced professional to join our team as a Customer Success Expert Lead. In this critical role, you'll be responsible for managing customer relationships, working closely with clients to understand their goals, and aligning them with the necessary resources to achieve success. You'll get to know our software incredibly well, helping customers fully adopt and maximise its potential.
If you're driven by helping others, building lasting relationships, and solving complex challenges – whether business or technical – this opportunity is tailored for you.
Key Responsibilities:
- Activation: Lead customer onboarding, serve as a solutions expert, and help customers achieve their objectives through effective use of our software.
- Renewals & Expansion: Manage account relationships to ensure satisfaction and drive growth through renewals, upsells, and cross-sells.
- Product Collaboration: Work with our product team to analyse usage patterns, gather user feedback, and contribute to feature development aligned with customer needs.
- Nurturing: Assess customer health, design retention strategies, and deliver training and presentations for key accounts.
- Upselling & Cross-Selling: Promote additional services and products, leveraging customer insights to recommend relevant solutions.
- Communication: Create and manage customer communications and materials, collaborate on success stories, respond to inquiries, handle change requests, and conduct weekly client calls.
- Technical Liaison: Collaborate with technical teams to troubleshoot issues and monitor bug resolution.
- Project Implementation & Management: Oversee project implementations to ensure alignment with customer objectives and successful delivery.
- Monthly QA and Production Release Participation: Provide feedback during QA, sanity testing, and production releases to ensure new features meet customer expectations.
Requirements:
- Customer Success Expertise: 5 to 8 years of experience in a customer success, account management, or client-facing role, with a track record of driving customer satisfaction and retention.
- Relationship Management: Proven ability to build and maintain strong, long-lasting customer relationships, acting as a trusted advisor.
- Retention & Growth Strategies: Demonstrated experience in developing and executing strategies that improve customer retention and promote upsell/cross-sell opportunities.
- Account Management: Proficiency in managing multiple accounts, ensuring customer needs are met and expectations are exceeded.
- Problem-Solving Skills: Strong analytical and problem-solving abilities to address customer challenges proactively.
- Communication: Excellent verbal and written communication skills, capable of conveying complex concepts clearly and persuasively.
- Customer-Centric Mindset: Deep commitment to understanding customer needs and delivering solutions that drive value.
Compensation Package:
The salary range for this position is between $120,000 - $180,000 per annum, depending on experience and qualifications. We also offer a comprehensive benefits package, including medical insurance, retirement plans, and paid time off.
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