**Job Title:** Customer Success Associate **Company:** CMS Energy **Location:** Auckland, Auckland, NZ **Job Type:** Part-Time **Seniority:** Associate Level **Years of Experience:** 4 --- ### Job Description: At CMS Energy, we are committed to providing our customers with the highest level of service and support.
We are seeking a passionate and hardworking **Customer Success Associate** to join our dynamic team in Auckland.
The ideal candidate will be a proactive, people-oriented individual who will go above and beyond to ensure our customers have the best possible experience with our products and services.
--- ### Key Responsibilities: 1.
**Customer Engagement:** - Serve as the primary point of contact for assigned customers, establishing strong relationships and understanding their needs to promote product usage and satisfaction.
- Proactively reach out to customers to check in, resolve issues, and gather feedback on their experience with CMS Energy.
2.
**Issue Resolution:** - Address customer inquiries, complaints, and challenges efficiently and effectively, escalating complex issues to the appropriate departments when necessary.
- Collaborate with the support team to ensure timely resolution of customer issues and minimize disruption to their experience.
3.
**Onboarding and Training:** - Facilitate customer onboarding processes, including product training sessions and introduction to available resources.
- Develop and maintain training materials and documentation to enhance the onboarding experience.
4.
**Data Analysis and Reporting:** - Monitor customer usage and engagement metrics to identify trends, risks, and opportunities for upselling or enhancing services.
- Prepare and present regular reports on customer satisfaction, product performance, and engagement effectiveness to management.
5.
**Collaboration and Project Management:** - Work alongside cross-functional teams, including sales, marketing, and product development, to align customer needs with business objectives.
- Participate in project management initiatives aimed at improving customer experience, driving retention, and enhancing service offerings.
6.
**Leadership and Mentoring:** - Mentor new team members and interns, providing guidance on customer service best practices and CMS Energy's tools and processes.
- Actively contribute ideas and strategies during team meetings to enhance the overall performance of the Customer Success team.
7.
**Continuous Improvement:** - Encourage customer feedback and use insights to recommend service enhancements, process improvements, and new initiatives aimed at driving customer success.
- Stay informed about industry trends and developments to ensure that CMS Energy remains a leader in customer service and satisfaction.
--- ### Requirements: #### Qualifications: - Bachelor's degree in Business, Communications, or a related field preferred.
- Minimum of 4 years of experience in customer service, customer success, or a related role, preferably within the energy sector or technology industry.
#### Skills: - Project management skills, with the ability to manage multiple projects and priorities simultaneously.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency in CRM software and customer support tools.
#### Personality Traits: - Passionate and dedicated to providing exceptional customer experiences.
- Hardworking with a strong work ethic and a commitment to achieving results.
#### Soft Skills: - Demonstrated leadership capabilities, with a track record of mentoring and guiding team members.
- Strong analytical and critical thinking skills, with the ability to derive actionable insights from data.
--- ### Benefits: - Paid overtime to recognize your dedication and hard work.
- Employee discounts on CMS Energy products and services.
- Parental leave to support our employees in their family journeys.
--- ### Working Environment: At CMS Energy, we encourage curiosity and questioning among our team members.
We believe that innovation and growth stem from an open-minded and collaborative approach, where every voice is valued and every idea has the potential to make an impact.
--- ### Application Process: If you are ready to take your career to the next level and contribute to a company that values customer success and employee satisfaction, we invite you to apply by **October 5, 2024**.
Please submit your resume and a cover letter outlining your relevant experience and passion for customer service.
--- ### Equal Opportunity Statement: CMS Energy is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
