Customer Success Associate

Responsibilities

• Customer Onboarding: Guide clients through a smooth onboarding process, ensuring they understand our products and services.
• Relationship Management: Serve as the primary point of contact for clients, building and maintaining strong relationships and advocating for their needs.
• Customer Success Planning: Collaborate with clients to develop success strategies and track their progress.
• Product Training & Adoption: Provide training to help clients maximise platform usage.
• Proactive Support: Identify potential challenges and address them with timely solutions.
• Issue Resolution: Handle client inquiries and coordinate with internal teams to resolve issues.
• Feedback and Advocacy: Gather client feedback for product improvements and share success stories within the company.
• Renewals and Upsells: Work with the Sales team to secure renewals and explore upselling opportunities.
• Client Engagement: Organise events and webinars to promote product usage and client engagement.
  

Requirements

• Strong communication and relationship-building skills.
• Problem-solving ability combined with strategic thinking.
• Ability to understand and explain software products.
• Customer-centric and proactive mindset.
• Familiarity with SaaS business models and client lifecycles.
• Adaptable and able to work in a fast-paced environment.
• Bachelor's degree in a relevant field.
• 0-3 years of experience in customer success, account management, or a related role is preferred.