Sumtracker Software

Role & responsibilities This is a high-ownership individual contributor role. Customer support: Provide ongoing support, answer customer questions via chat, emails and video calls. Create customer demo play books. Onboard new customers : Onboard new customers onto the platform and convert them to paying users. Gather feedback: Gather customer feedback (NPS score), conduct interviews, collect testimonials, identify pain points, and effectively communicate their needs to the product team to drive product improvements. Drive Engagement: Craft and send onboarding email sequences and collect customer reviews. Automation Champion: Identify opportunities to automate tasks related to support, onboarding, and email communication to improve efficiency and scalability. Proactive Customer Success: Proactively engage with clients, build strong relationships, and ensure they have an exceptional experience with our product. Data-Driven Approach: Track and report on key customer success metrics (e.g., customer churn, product adoption, customer satisfaction) and do customer segmentation. Product improvements: Gather and organise bugs, improvement proposals and feature requests and coordinate with the product team to get those implemented. Preferred candidate profile Proven Experience: 2+ years of experience at a SaaS company. Excellent Communication: Exceptional oral and written communication skills with the ability to clearly explain technical concepts. Customer-Centric Approach: A genuine passion for helping customers succeed and a strong commitment to providing outstanding service. Ownership-Driven: Ability to work independently, take initiative, and manage multiple tasks effectively. Tech Savvy: Comfortable using various software tools and platforms. Automation Mindset: Interest in identifying and implementing automation solutions to streamline processes.