Full-Time Customer Success Associate

Job summary 
We have decided to align the organisation on a more customer centric basis.  To that end, this role is designed to optimise our acquisition and retention of customers in our core SME space. You’ll be working with SMEs, helping founders put in place share schemes for their teams, and helping to solve all their various equity related challenges. 

This is an opportunity to work with customers in our core SME area of the business and drive proactive ownership of the customer, establish long term relationships and drive added value for the customer, subsequently reducing churn.

Requirements

Overall job responsibilities:  

• Supporting the customer to set up initial scheme and then providing ongoing support throughout the customer life cycle
• Providing best in class customer success.
• Representing the interests of customers with a view to continually developing and enhancing the product. 
• Building customer loyalty and reducing churn.
• Proactively keeping customers engaged and growing MRR via upgrades and referrals.
• Responding to customer queries in a timely manner.
• Developing specialist knowledge within segment and taking ownership over specific areas
• Continuously iterating processes to improve the customer experience.

Key deliverables and how measured

• Continual improvement to MRR
• Tickets completed and time to serve SLA
• Improvements in cost to serve
• Reviews, testimonials
• Customer retention
• Referrals
• Upgrades

Skills & knowledge:

• Demonstrable strong interpersonal skills, and ability to influence others
• Continuous learning orientated 
• Able to balance priorities and meet personal and business targets within a fluctuating and demanding environment.
• Sound IT skills