Remote Customer Success Executive

Summary

The job involves account management, contractor satisfaction, upselling, client onboarding, feedback collection, problem resolution, and reporting for a Customer Success Representative at a B2B staffing platform specializing in connecting architects and engineers with Australian companies. The role requires a bachelor's degree, customer-centric mindset, communication skills, problem-solving skills, sales acumen, remote work proficiency, video conferencing skills, and 2+ years of experience in a customer success or account management role.

Requirements

• Bachelor's Degree: A bachelor's degree in business, marketing, or a related field is preferred
• Customer-Centric Mindset: A genuine passion for delivering exceptional customer service and ensuring client satisfaction
• Communication Skills: Outstanding written and verbal communication skills, with the ability to build rapport and convey complex ideas effectively
• Problem-Solving Skills: Strong analytical and problem-solving abilities to address client and contractor concerns
• Sales Acumen: Basic understanding of sales principles and the ability to identify upselling opportunities
• Remote Work Proficiency: Must have a reliable laptop, high-speed internet connection, and a comfortable remote work setup
• Video Conferencing: Comfortable with videoconferencing tools for client and contractor interactions when necessary
• 2+ Years of Experience: Previous experience in a customer success or account management role, preferably in a B2B environment, with at least 2 years of relevant experience

Responsibilities

• Account Management: Oversee and nurture relationships with Australian architectural and engineering companies
• Contractor Satisfaction: Act as a point of contact for our contractors, addressing their concerns, ensuring their happiness, and serving as a bridge between them and the client firms
• Upselling and Growth: Identify opportunities to expand our services within existing client accounts. Collaborate with the sales team to upsell additional contractor resources
• Client Onboarding: Facilitate the onboarding process for new clients, ensuring a smooth transition and integration of our contractors into their teams
• Feedback Collection: Gather feedback from both clients and contractors, and communicate this feedback internally to help improve our platform and services
• Problem Resolution: Handle any issues or disputes promptly and professionally, finding effective solutions that benefit all parties
• Reporting: Maintain accurate records of client interactions and share insights with the management team to drive strategic decisions

Preferred Qualifications

• Native English
• Great Communication Skills
• Enjoys talking with people
• Comfortable doing videoconference with clients

Benefits

• Flexible schedules
• Work from anywhere
• Highly competitive compensation