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Customer Success Specialist
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- Worldwide
- Work type
- Remote
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Role type
Contract, Full-time (5 days a week, Night shift, Weekday)
Reports to
Head of Customer Success
Job location (s)
Global
Description
About the role
This role plays an important part in driving the growth of the company through:
The Customer Success Specialist role is the first point of contact and is responsible for providing onboarding support, platform technical support, and creating sustainable growth for OpenLearning partners.
As a Customer Success Specialist, you will collaborate with cross-functional teams, troubleshoot technical issues, and contribute to the ongoing improvement of the solutions, supporting new institutional partners through their onboarding and managing a number of accounts to support their growth.
ProductKnowledge
Key accountabilities
Contract, Full-time (5 days a week, Night shift, Weekday)
Reports to
Head of Customer Success
Job location (s)
Global
Description
About the role
This role plays an important part in driving the growth of the company through:
The Customer Success Specialist role is the first point of contact and is responsible for providing onboarding support, platform technical support, and creating sustainable growth for OpenLearning partners.
As a Customer Success Specialist, you will collaborate with cross-functional teams, troubleshoot technical issues, and contribute to the ongoing improvement of the solutions, supporting new institutional partners through their onboarding and managing a number of accounts to support their growth.
ProductKnowledge
Key accountabilities
- Gain in-depth knowledge of the company's product or service offerings.
- Provide expert guidance to clients on maximising the product's value to meet their business goals.
- Oversee the onboarding process for new clients to ensure a smooth and positive experience.
- Conduct onboarding sessions and provide educational resources.
- Initiate regular client check-ins to assess satisfaction, gather feedback, and address concerns.
- Keep clients informed about product updates, enhancements, and industry trends.
Collaboration
Requirement
- Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure a cohesive customer experience.
- Relay customer feedback to the product team for continuous improvement.
- Create onboarding documentation, guides, and tutorials to assist customers in their learning process.
- Ensure that onboarding resources are clear, concise, and easily accessible.
- Develop and nurture strong, long-term relationships with assigned clients.
- Serve as the main point of contact and advocate for clients within the company.
- Offer responsive customer support during the onboarding phase to address questions and challenges promptly.
- Collaborate with the Customer Success team to facilitate a seamless transition post-onboarding.
- Gather and relay customer feedback to the product development team for continuous improvement.
- Provide insights into common customer challenges and opportunities for product enhancement.
Requirement
- Preferably minimum 2 years experience in SaaS customer to technical support.
- Relevant experience in user onboarding, training, or customer support roles.
- Excellent communication and presentation skills.
- Ability to adapt to new technologies quickly.
- Strong organisational and project management skills.
- Customer-focused mindset and goal-oriented and results-driven.
- Analytical mindset with the ability to interpret data.
- Familiarity with customer relationship management (CRM), and support tools.
