Account & Relationship Management (Sales)
Full time
We're looking for a Customer Success Specialist to join us here at SwipedOn, a Sign In Solutions Company.
This role will assist in all stages of the customer lifecycle, from new customer onboarding right through to promoting advocacy and referrals. A customer-centric mindset focused on driving long-term relationships is key.
You will be expected to know the product inside and out in order to onboard, train and implement the software successfully with a range of customer profiles, sizes, and segments. You will provide help with customer support, ensuring our customers receive a world-class experience and are well-educated on using the software to a high standard.
This role will suit a confident, energetic, and savvy professional who has strong communication and interpersonal skills, with the ability to build rapport and trust with stakeholders and effectively communicate our product features and benefits to workplaces across NZ and Australia. Ideally, you will have a background in SMB customer relationship management, dedicated to providing impactful solutions that result in highly successful accounts enabling strong adoption, renewal, and upsell.
This is a hybrid position based in our Tauranga office which is perched right on the waterfront in the beautiful Bay of Plenty, New Zealand. In cahoots with our overseas hubs, we help over 36,000 workplaces around the world simplify and streamline their workplace sign in, checking in thousands of employees and visitors every day.
About Us
Here at Sign In Solutions, we think we're a pretty good bunch to work with… But that's what they all say right? So here's a little more about us:
Sign In Solutions is the innovative workplace enablement partner that goes beyond traditional visitor management, combining the comprehensive software and real-time analytics modern organizations need to mitigate risk, elevate experiences, and empower people. Launched in 2021 with funding from PSG V, Sign In Solutions acquired several companies to enhance our offerings.
Our global team is a dynamic bunch who love a laugh, and are brought together by a passion for simplifying the complex and making work life as easy as possible (not to mention good coffee and a penchant for ping pong).
We're growing fast and have some big goals in the pipeline. This position is to work within the SwipedOn team, where you will be responsible for the successful use of the SwipedOn product across our entire customer base. It presents an exciting opportunity to help shape the ongoing growth of the business.
Culture is important at Sign In Solutions. Our values don't just sit on a glossy page. We live them every day. Our values are the cornerstone of who we are:
Customer 1st
Respect & Dignity
Accountability & Empowerment
Honesty & Positivity
We're Here to Win
Skills
1+ years of experience in a customer relationship management role in a B2B SaaS based environment
Previous experience working with SMB level accounts delivering exceptional customer advocacy and advisory
Ability to develop and deliver messages and presentations to technical and non-technical audiences
Strong verbal and written communication skills
Ability to properly set expectations with customers
Listen and understand the customer's business problems/objectives and leverage product knowledge and experience to provide the best recommendation to meet their needs
Ability to multi-task and manage a high volume of customer projects
Meet deadlines for customer engagements and deliverables
Leverage applicable systems and processes to manage customer projects
Timely and consistent documentation of project history and key deliverables
What you will be doing
Deliver a superior onboarding experience to the customer by setting and meeting expectations
Identify gaps that impact the customer experience, document them, and recommend potential resolutions
Mitigate risks proactively to ensure timely execution
Manage a high volume of projects and stay up to date with relevant notes, time entry and project status reporting
Engage with cross-functional teams as needed to complete customer projects and/or drive program initiatives
Interface with VP and C-suite executives, both internally and externally, and make product and/or use case recommendations
Stay current on product features and functionality, platform changes, and partner technologies by attending enablement sessions, product release meetings, and other enablement activities to improve product knowledge
Contribute to the growth and evolution of the team by sharing customer and/or industry insights during meetings and driving new ways to improve the customer experience and/or drive better enablement for adoption
This isn't just about us getting to know you. We believe you need to dive in to get to know us. We encourage you to research and read up on our company news and articles. Throughout the recruitment process, you will be given the opportunity to ask lots of questions, meet different members of our team, and get hands-on to showcase your skills.
Once your application is received and reviewed, qualified candidates will move on to our next steps. Our general recruitment process has the following steps:
Phone interview with our People & Culture team
Meet with the hiring manager and other members of the team
Culture meeting with other members of the SwipedOn team
Your application will include the following questions:
Which of the following statements best describes your right to work in New Zealand?
How many years' experience do you have as a Customer Success Specialist?
What's your expected annual base salary?
How much notice are you required to give your current employer?
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