Job Description
* Work to provide a successful on-boarding process for new clients including on site, remote training and implementation to ensure maximum engagement
* Manage and nurture relationships at all levels within a portfolio of clients
* Managing all contact relating to daily operational activity which will involve responding to all incoming enquiries and managing client expectation.
* Define and implement a pro-active communication plan for represented customers to ensure retention and customer satisfaction
* Implement and manage improvement plans as a result of Customer Experience Surveys (CES)
* Provide point of escalation for customer issues, owning the issue and driving plans for swift resolution
* Provide technical support to portfolio of clients ensuring customer expectations are met and exceeded
* Co-ordination and management of multiple projects
* Work with Operations Team to provide up-sell & cross-sell opportunities within portfolio of clients
* Pro-actively work with clients to understand business and operational requirements and work with development and Product teams to build new features to enhance our product offering and user experience
Qualifications
* Excellent analytical, critical thinking, problem-solving, interpersonal, and relationship-building skills
* At least 3 years in a Customer Success / Account Management Role preferably within a SaaS environment
* Excellent communication skills
* A passion to take ownership and deliver
* Experience or interest in IT Software solutions/Technology
* Experience or knowledge of Project Management
* Analytic and problem solving skills
* Training and implementation experience within a SaaS environment
* Ability to work autonomously and in a team setting in a fast paced environment
* A positive and professional disposition
* Some travel required
* Office based only
Additional Information
Application Process
To apply for this position, please submit your CV and a covering letter outlining your relevant experience and why you feel you would be a fantastic addition to our amazing team!