Customer Success Specialist required with a strong background in customer service, sales, and business development. Strong customer / sales focus coming from a software as a service (SaaS) environment. Galway.
Responsible for building and maintaining strong relationships with clients, understanding their needs, and collaborating with internal teams to deliver outstanding software solutions and support. This role is crucial in driving onboarding, customer retention, expansion, and overall company growth.
Responsibilities:
1. Cultivate robust relationships with key clients and stakeholders.
2. Conduct routine check-ins and business reviews to grasp their evolving requirements.
3. Facilitate the onboarding experience for new clients, optimising the Time-to-Value and
4. ensuring a thorough understanding and adept utilisation of our CRM product.
5. Deliver tailored training and educational materials to clients as necessary, ensuring a
6. seamless transition from the sales phase to post-sale interaction.
7. Develop and implement strategies to retain customers, with the goal of reducing churn and
8. enhancing overall customer satisfaction.
9. Identify potentially vulnerable client relationships and proactively implement measures to
10. fortify them.
11. Sustain a comprehensive understanding of the company's CRM product and proficiently
12. relay product updates, features, and advantages to clients.
13. Collaborate with internal teams to integrate customer insights and feedback into product enhancements.
Requirements:
14. Bachelor's degree in business, communications or a related field.
15. Proven experience in customer success preferably 3 years plus in a technical or SaaS (software as a service) company
16. Familiarity with customer support processes and CRM tools.
17. Proven track record in developing and executing customer retention strategies
18. Excellent project management, organisational skills and attention to detail.