About Us
SnagR provides industry-leading software for the next generation of Field Digitalisation. It’s the fastest way to capture, monitor & analyse project data, making it easy to capture field data, automate reports, and provide advanced analytics for management.
We pride ourselves on a culture of innovation, customer-centricity, and excellence. Our team is dedicated to providing exceptional service, and we are looking for passionate individuals to join us in delivering this mission.
About the Role
We are seeking a proactive and dedicated Client Excellence Team Member to join our team. This role is crucial in ensuring our customers are satisfied with the products and services they receive. You will play a key role in delivering projects and training users, both onsite and remotely, to ensure they fully utilize our products.
What Are We Trying to Achieve:
* Support Sales to Reduce Churn: Achieve this through measured KPIs and empowering the Client Excellence Team.
* Increase Customer Visibility: Implement structured engagement plans.
* Encourage High-Value Feature Adoption: Educate customers about new features and updates.
* Ensure ‘Right First-Time’ Delivery: Understand customer needs, listen to their requirements, and address issues promptly and effectively, ensuring that solutions are delivered correctly and on time.
Role Overview:
As a Customer Excellence Representative, your primary responsibility will be to deliver solutions and provide comprehensive training to users. You will work closely with sales teams, product developers, and other stakeholders to ensure a seamless and positive experience for our customers.
Key Responsibilities:
* Deliver solutions to customers, ensuring all requirements are met and expectations are exceeded.
* Deliver training sessions to customers, both onsite and remotely, to ensure they fully understand and can effectively use our products.
* Conduct outreach to existing customers to ensure the software has been fully adopted and promote additional features and improvements.
* Troubleshoot customer problems or issues that arise during the use of our products or services, especially during the initial period.
* Educate customers about new features or updates to existing features.
* Assist customers in evaluating new solutions or technologies that may benefit their business needs.
* Review customer data to identify opportunities for upselling additional products or services.
* Collaborate with other Customer Excellence Representatives and internal teams to provide appropriate assistance and ensure customer satisfaction.
Objectives:
* Delivery: Meet customer needs and expectations by teaching them features that help achieve early value. Deliver solutions within a good timescale and according to sales outlined value.
* Account Escalations: Respond to alerts, red flags, and critical or overdue actions promptly to manage issues before they escalate.
* Upsell / Cross-Sell Campaigns: Promote additional products to enhance the customer experience and achieve cross-sell through business development with existing customers.
Skills and Qualifications:
* Strong customer service orientation with a passion for helping others.
* Excellent listening skills and the ability to understand customer needs.
* Excellent communication skills, both oral and written.
* Ability to work effectively in a team environment.
* Strong problem-solving skills and the ability to think on your feet.
* Organised and detail-oriented with the ability to manage multiple tasks simultaneously.
* Previous experience in a tech support or software company.
* Customer-facing experience.
* Proficiency in using customer support software and tools.
Desirable:
* Account management experience.
* Project management experience.
* Experience in delivering training sessions, both onsite and remotely.
* Experience with customer engagement and upselling techniques.
* Understanding of KPI reporting through Power BI.
* Fluency in both Dutch and English is highly desirable.
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