Customer Success Specialist

Compliance And Risks

278d • Remote

About The Position

As a Customer Success Specialist in C&R, a Product-Led Growth (PLG) company, you will play a crucial role in ensuring that customers derive maximum value from our product while driving adoption, retention, and expansion. You will work in a collaborative product led environment with an international team across multiple time zones, responsible for providing comprehensive customer onboarding and support in the use of our compliance management software, with the objective of optimising customers' levels of usage, adoption, and retention. Leveraging your excellent communication skills and passion for solving problems, you will build and maintain strong working relationships with customers.

Requirements

• Bachelor's degree in Business or IT with 3-5 years experience in a fast-paced B2B customer success environment and ideally in a Product-Led Growth company.
• Ability to demonstrate technical aptitude in learning to use new software applications (CRM, ticketing, community platforms, customer behaviour and engagement platforms, project management tools etc.), data analysis and problem-solving abilities.
• Excellent verbal and written communication skills with the ability to communicate and present to senior leadership of large multinational organisation.
• An ability to lead projects from conception to completion while hitting key success metrics by leveraging internal resources.
• Experience in a compliance and regulatory environment is desirable.
• Experience in user onboarding tools and processes is a plus.

Responsibilities

• Build a strong relationship, and a reputation for excellent service, with our customers in terms of user knowledge and problem solving.
• Proactively improve our Customers experience in using our products and related products and services.
• Leverage the PLG model by creating a seamless in-product experience that helps customers discover value independently.
• Investigate and solve customer user queries and issues by communicating how our products/ C&R can provide solutions.
• Grow knowledge of each customer's practices, products, and compliance processes, adapting our products to suit the customer's needs and increasing adoption and retention of the system across the customer's user base.
• Use analytical thinking and tools to develop strategies in support of optimal usage of our products based on customer needs.
• Create and deliver advanced training programmes and documentation for new and existing customers, based on their needs.
• Contribute to the development of an innovative and user-centric customer success structure for a dynamic and sophisticated customer base.

Benefits

• A competitive salary, company bonus, health insurance, pension, wellbeing programme
• An exciting and dynamic role with career development opportunities and progression
• The opportunity to work with talented and diverse team in an inclusive work environment
• A learning culture where continued learning & development is supported and encouraged
• Remote working options and a flexible environment that promotes wellness and work life balance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree