**Job Title:** Customer Success Officer **Company:** Lam Research **Location:** Hamilton, Waikato, NZ **Job Type:** Full-time **Seniority Level:** Associate Level **Years of Experience:** 2 Years **Job Description:** As a Customer Success Officer at Lam Research, you will play a pivotal role in ensuring that our customers achieve their desired outcomes while using our products and services.
You will serve as the primary point of contact for customers during their onboarding process and throughout their customer journey, fostering strong relationships and advocating for their needs.
Your ability to understand customer requirements and anticipate their needs will be key to driving satisfaction and loyalty.
**Key Responsibilities:** - **Customer Onboarding:** Lead the onboarding process for new customers, ensuring a seamless and positive experience.
This includes facilitating initial training sessions, providing product walkthroughs, and addressing any questions or concerns.
- **Relationship Management:** Build and maintain strong, long-lasting relationships with customers by providing them with timely and relevant information about new features, updates, and best practices.
- **Performance Monitoring:** Regularly assess and track customer performance against predefined metrics and objectives, proactively identifying areas for improvement and opportunities for optimization.
- **Issue Resolution:** Act as the first point of contact for any customer issues or queries.
Collaborate with internal teams to ensure timely and effective resolutions, while keeping customers informed throughout the process.
- **Feedback Gathering:** Collect, document, and analyze customer feedback to inform product improvement efforts and drive customer-centric decision-making within the organization.
- **Customer Education:** Develop and deliver engaging learning materials, webinars, and resources for customers to maximize their understanding and effective use of our products.
- **Collaboration:** Work closely with sales, product development, and marketing teams to advocate for the customer's voice, ensuring that customer needs are represented in internal strategies and initiatives.
- **Reporting:** Prepare regular reports reflecting on customer health metrics, usage data, and feedback to share with internal stakeholders and aid in strategic planning.
**Requirements:** - **Education:** A bachelor's degree in business, communications, or a related field is preferred.
- **Experience:** Minimum of 2 years of experience in a customer success, account management, or a related role within a B2B environment.
- **Technical Skills:** Familiarity with CRM software (e.g., Salesforce, HubSpot) and proficiency in Microsoft Office Suite.
- **Personality Traits:** - Adaptable: Ability to adjust to changing needs and situations effectively.
- Motivated: Self-starter who shows initiative and is driven to achieve results.
- **Soft Skills:** - Attention to Detail: Strong organizational skills and meticulous attention to detail to manage multiple tasks and projects.
- Critical Thinking: Ability to analyze information, evaluate options, and make informed decisions that benefit the customer and the company.
**Benefits:** - Comprehensive dental insurance and medical coverage.
- Reimbursement for travel and spending expenses related to customer engagements.
- An enriching working environment designed to foster innovation, collaboration, and entrepreneurial thinking.
**Working Environment:** At Lam Research, we cultivate an atmosphere where employees are encouraged to think and act like entrepreneurs.
We believe that empowerment and autonomy lead to creativity and innovation, allowing us to serve our customers better.
**Application Deadline:** All applications must be submitted by **October 29, 2024**.
**Equal Opportunity Statement:** Lam Research is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, gender, age, sexual orientation, disability, or any other characteristic.
We encourage applications from all qualified individuals.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.