Customer Success Champion
Job Description
Redoc is a fast-growing Real Estate Tech Startup searching for flexible go-getters who welcome the challenge of meeting the needs of our growing product, Redoc.co. We’re specifically looking for a customer success specialist who will roll up their sleeves to reach out and engage our clients, and to help them succeed in their business through the use of the Redoc.co software. Our Clients’ success is our success.
As a key member of our team, you will help craft the company's customer success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences.
Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, you should have relevant digital and in-person client experience. You should be great handling enquiries over the phone / video-conferencing and are a quick learner to modern SaaS systems.
Objectives of this Role
· Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
· Establish a trusted and strategic advisor relationship with clients to help drive continued value of our products and services
· Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team
· Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
· Maintain existing customer success metrics and data as directed
Daily and Monthly Responsibilities
· Contact existing clients and users of the system to uncover issues / troubleshoot for clients.
· Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
· Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
· Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time
· Collaborate, problem solve, and/or strategize upcoming client meetings with team members
· Work with the sales and marketing team to drill customer references and develop case studies
Required Skills and Qualifications
- 1-3 years of experience in customer success, sales, account management, or customer service.
- Strong verbal and written communication and project management skills
- Analytical and process-oriented mindset
- Comfortable working across multiple departments in a deadline-driven environment
- Active team player, self-starter, and multitasker who can quickly adjust priorities
Preferred Qualifications
- Knowledge of project management tools and CRM systems
- Polytechnic Diploma / Bachelors Degree
