CUSTOMER SUCCESS SPECIALIST
- Global leader in e-Commerce
- Flexible WFH Location (Syd, Melb or Bris)
- Fantastic Remuneration package
About the Company
Optiseller is an exciting, growing technology business, working in e-commerce data analytics. We help online retailers sell more effectively in e-commerce marketplaces, including using our Optiseller software tools. Headquartered in Scotland, we are expanding quickly internationally - we already have over 40,000 users of our Optiseller software tools in 140 countries.
About the Role
e-Commerce has been growing steadily and events in the past couple of years have only accelerated the trend. With the growth of our operations in the region, we are now seeking an accomplished Customer Success Specialist to join our growing team in Australia.
Reporting to the Head of Customer Success the role is responsible for supporting, educating, retaining and growing Software As A Service (SAAS) customers.
Specifically, the responsibilities include:
- Develop and manage client portfolios
- Deliver scaling and optimisation consultancy and support
- Sustain business growth and profitability by maximizing value
- Analyse customer data to improve customer experience
- Hold product demonstrations for customers
- Improve onboarding processes
- Evaluate and improve tutorials and other communication infrastructure
- Deliver outward facing educational media (videos, blogs, webinars)
- Mediate between clients and the organisation
- Communicate customer feedback to product teams
- Handle and resolve customer requests and complaints
- Minimize customer churn
- Aid in product design and product development
About You
- Experience in SAAS customer success role or related service (account management, customer service)
- Knowledge of customer success processes
- Experience in document creation
- Excellent writing and communication skills
- Highly organized and able to multi-task
- Self-driven and proactive nature
- High computer literacy and ability to learn new software
- Passion for service
Desirable Skills:
- Experience of SAAS or similar start-up business
- Experience of eCommerce, eBay, or other marketplaces
- Able to demonstrate successful projects in previous roles and outside of work environment
- Skilled in and experience of Office365, Intercom, Confluence, Jira, SharePoint, Google Analytics, PowerBI
Forward your details with a cover letter outlining your experience and suitability for the role to clarence@boomtalent.com.au or call Clarence on 0448 123 141 for a confidential chat.
Note: Candidates will require Australian/NZ permanent residency and/or citizenship to be eligible to apply
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