Customer Success Associate Role
Duties
- You will report directly to your Customer Success Manager, highlighting any issues or concerns.
You will be part of the IT team at Workwell Outsourcing.
- Act as a point of support/assistance within the Freshdesk Ticket Support, giving a positive and motivational approach to SaaS clients.
- Act as an advocate for the company, explaining how the business can meet customer's specific needs and building a positive reputation for the company.
- Potential involvement in providing demos of Evertime, producing proposal documents for prospects, chasing and signing up prospects and production of On-boarding implementation plan and responsibility for its delivery.
- Encourage upsells and cross-sells, in fulfilling customer goals.
- Ensure all SLAs are met.
- Identify any commonalities and customer behaviours and give feedback on these.
- Produce and maintain the solutions help documentation.
- Provide additional training either remotely or on site, liaising with customers on the requirements and costs involved.
- Assisting the Customer Success Manager, heading up and being responsible for Projects as defined and agreed by the Product Manager, managers and/or Directors.
- Other Adhoc tasks as assigned by the Senior Managers or Directors.
Skills
- You should be confident with the ability to operate in a dynamic environment.
- Be self-motivated, with a can-do attitude and a good team player.
- Able to use their initiative and demonstrate a good approach to problem solving.
- Must have a good level of customer service, having an empathic manner.
- Good verbal and written communication skills.
- Able to prioritise tasks and have decent organisational skills.
- Excellent time management.
- Good system and operations knowledge - ensuring processes used are effective and compliant.
- Positive supervisory style and motivational approach.
- Good PAYE payroll knowledge is required - to support clients with queries and ensure they are processing things correctly.
- Have some accounts knowledge to sales, and purchase ledger level and basic reconciliation.
- Basic understanding of data integrations
- Cross-selling and upselling abilities.
- Microsoft office knowledge and quick to learn new systems.
- Understanding/experience in the Recruitment industry is advantageous