Elevate HQ - Customer Success Role

Customer Success

- We are looking for a technically savvy customer success associate who possesses a strong drive for results. Duties for the customer success associate will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, onboarding and training clients, and minimising churn.

- You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests.

- Ultimately, you will work directly with clients to help solve their problems and ensure their satisfaction while they are an active account with us.

- You will also work closely with other employees to ensure customer questions and concerns are addressed in a timely manner.

Responsibilities :

- Get involved in the entire customer lifecycle from on-boarding through the duration of their subscription period

- Provide product training to enable the customers to realise the potential

- Identify product usage gaps and provide actionable solutions to the customers

- Optimise existing processes within the company and actively enhance all Customer Success initiatives

- Drive customer advocacy through G2 reviews, testimonials, customer meetups; and creating a centre of excellence within the customer's organisation

- Communicate and brain-storm with the product team on customer feedback and help refine the product roadmap

- Customer and Revenue Retention - Ensuring that customers stay happy and invested with ElevateHQ.

Requirements :

- You have 1-2 years of experience in a B2B SaaS product company

- You have excellent written and verbal communication skills - most of the time you would be speaking with a customer

- You enjoy talking to customers and building a relationship - Being the go-to person for customers makes you happy

- You are systematic and methodical - you make commitments and meet them consistently. Customer information is at your fingertips and you are quick to identify any business opportunity

- You have strong prioritisation skills and ability to work with customers across time zones