Position Overview:
We're currently seeking a highly motivated Customer Success Admin to become a key player in our expanding team. The perfect candidate will have a solid background in managing complex administrative tasks, rigorous attention to detail, and a measure of customer-facing finesse. Familiarity with tech tools is very much preferred (We use Stripe, Hubspot, Wordpress, WooCommerce and many more). As a Customer Success Admin, you'll be instrumental in supporting our Customer Success team in ensuring our clients get the most out of our products and services.
Responsibilities:
1. Be a wizard behind our Customer Data & Access Management - helping our CSM (Customer Success Manager) achieve success
- Manage and own the data upkeep, maintenance process
- Monitoring, logging, manually implementing system changes throughout our tech-stack
- Spot improvement, retention trends, business opportunities for our Customer Success Team
2. Customer Support & Onboarding:
- Guide new customers through a seamless onboarding process.
- Troubleshoot Customer Onboarding issues if they arise.
- Be the superhero of customer inquiries – no cape required.
- Team up with our support squad to solve problems at warp speed.
- Reply to customers faster than they can say "help!"
3. Product Knowledge and Feedback:
- Know our products inside out – you'll practically be a walking user manual.
- Share customer insights with our tech wizards for constant improvement.
4. Customer Renewals:
- Monitor customer subscription renewals using Stripe and HubSpot, ensuring a high renewal rate.
- Follow up with churned customers to gather feedback.
5. Data Analysis:
- Utilize various tools such as HubSpot, Metorik, Mixpanel to analyze customer data and trends.
- Generate reports and insights to inform decision-making and strategy.
6. Customer Advocacy:
- Turn happy customers into our biggest fans – think case studies, testimonials, and more!
7. Workshop Coordinator:
- Oversee, plan and execute monthly Workshops (Ad-Hoc)
- Customer facing liaison between Workshop Trainees and Instructors
Qualifications:
- 1-2 years relevant experience, preferably as a Customer Success Support role in IT Edtech SaaS
- Familiarity with CRM tools such as HubSpot.
- Positive vibes, killer communication skills, and a dash of problem-solving wizardry.
- Ability to dance through challenges in a fast-paced environment.
- Ready to learn new tools and tech – we're all about growth!
