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
