Hi there,
We’re growing and are at the start of creating something big - with real impact. Making great software that powers the people who build the world's infrastructure.
As part of this journey, we are looking for an awesome CSM to join our team.
Due to COVID the role is currently a remote working role and will be supported with online onboarding process, once we return to post COVID, new-normal, working from the office with flexibility for working from home once the new norm begins.
What you’ll do
- Take ownership of our existing global customer base, as the main point of contact for our mid-market and SMB customers
- Deliver a best-in-class customer onboarding experience to set up customers for success
- Help activate customers by conducting training sessions with groups of users both in-person and remotely via video conferences
- Monitor customer account health, identify customers at risk of churn and take proactive steps to address present/upcoming risks
- Monitor feature utilisation, and take proactive steps to increase feature adoption and engagement where opportunities exist
- Respond to incoming NPS survey responses, complete user reviews, collect customer feedback and relay insights to our product team
- Manage and resolve all support queries and escalate issues to our engineering team
- Work alongside an Account Manager to identify up-sell and referral opportunities
- Build long-lasting relationships with customers to increase retention, minimise churn and drive loyalty & advocacy
What we’re looking for
- At least 1-2 years of customer-facing experience, preferably in SaaS
- Confident and clear communication skills, with excellent writing and presentation skills over email, phone, video conferencing and in-person
- Excellent task organisation and prioritisation skills, and is able to multitask efficiently
- Someone who enjoys consulting and problem-solving with customers, helping them implement and succeed with software tools, and grow feature utilisation as new features become available
- Patience working in an industry where not all users are tech-savvy
- Positive attitude for helping customers succeed
Technical skills
- Experience running in-depth training courses/calls for large groups both in-person and online using video conferencing tools
- Experience creating training video content
- Experience using live chat support tools