Customer Success Champion
Allfields are looking for a technically savvy Customer Success Champion who possesses a strong drive for results to help our workplace learning products Cognise and Courso shine. This role exists to deliver an exceptional customer experience. Our ideal candidate is a go-getter ready to roll up their sleeves to help support existing & onboard new customers, support our product team, and manage and grow the community around our products.
ABOUT THIS ROLE
We need to tell our brand story, communicate clearly our offering to customers and partners – current and future while continuing to build product visibility and grow our success. A strong understanding of customers, general marketing principles and a passion for getting the small things right through planning and implementing simple creative effective initiatives will have a direct impact on the success of the person in this role. Great work starts with an understanding of Cognise's and Courso's target audiences and our vision.
WHAT WILL YOU DO?
Duties include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimizing 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.
Successful candidates must be social, analytical, and possess an aptitude for learning and using new software and be able to communicate clearly and effectively. The ideal person should engage with customers, maximize value, and create strategies to grow our customer base.
SUCCESS LOOKS LIKE THIS
Phenomenal communication skills. You engage with customers and really personalize their experience building solid trust with our brand, and you as a brand ambassador.
You know how to give/receive good news, bad news, suggestions and feedback.
You consider yourself a creative person. You enjoy pushing the limits of what is possible and dreaming up inventive solutions to solve challenging problems.
You believe in our mission and want to be a big part of the team making it possible.
You're able to take a project from idea to implementation successfully - you don't just have ideas, you execute them in a timely manner.
Ability to iterate and improve copy (resources) in a way that is logical and helpful for our brands.
You can lead. You're well equipped to motivate those around you and keep everyone on track, ensuring everyone's doing the best that they can.
You are a self-initiator. You do not wait to be told – you action tasks focusing on successful outcomes.
You make considered suggestions for product & biz process improvements based on customer feedback and manage communications and social channels around product releases and updates.
You create compelling content - conceptualize, plan and collaborate with other team members providing a high-quality finished output within the deadline assigned.
You love solving problems. You have a structured process to problem solving and can take a project (with many moving parts) and break it down.
You give customers love! You know how to patiently educate and guide them toward success.
You're a real hustler. You have a keen sense of urgency and the ability to analyze issues and know when and how to ask for help.
QUALIFICATIONS / EXPERIENCE
Proven proactive problem solver who demonstrates initiative to quickly resolve tricky issues.
Ideally a Communications or Marketing Degree with a minimum of 2-3 years of industry experience in a similar product-facing role.
Relevant role experience and knowledge of digital product-based customer success processes.
Role experience in working with larger business customers e.g. councils, government, large private.
High computer literacy, ability to learn new software quickly. Experience in digital content creation.
Champion our products and the Allfields brand.
If this sounds like you, we'd like to hear from you! If you are interested in this job send your CV and cover letter to ******.
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