Customer Success Specialist Customer Success Specialist …

eFinancialCareers Global
in New York, NY
Permanent, Full time
Last application, 06 Dec 21
up to $75,000
eFinancialCareers Global
in New York, NY
Permanent, Full time
Last application, 06 Dec 21
up to $75,000
Posted by:
Sophie Davies • HR Generalist
Posted by:
Sophie Davies
HR Generalist
This is a remote-working position with 2 days per week commuting into New York, NY. As Customer Success Specialist your role is to increase engagement across your portfolio of clients by driving product adoption and maximizing return on investment. Success is defined as increased renewal rates and high percentage of referenceable customers.

MAIN DUTIES

  • Ownership of the client lifecycle from contract to renewal through your own expertise and partnership with other internal teams
  • Increase utilisation, engagement and insight and promote eFinancialCareers best practices through tailored client education utilising internal and/or external data and analytics (onsite and virtual)
  • Proactively and continuously look for ways to improve engagement
  • Monitor usage and proactively contact clients upon low usage to deliver coaching/training to improve their utilization
  • Be the SME for eFinancialCareers’ client solutions and products including contributing to product updates internally/externally, user acceptance testing, client focus groups etc.
  • Apply critical account management strategy and tactics to prevent customer churn
  • Maintain accurate records in CRM system
  • Gather, record and escalate feedback appropriately
  • Initiate and maintain a proactive schedule of touch-points with your portfolio
  • Produce weekly/monthly/ adhoc reports and presentations as requested by the client and your manager. This includes client activity and statistic reports for your core markets
  • Creatively and efficiently resolve issues and investigate complaints, escalating as necessary. This will include raising technical “bug” fixes in a timely manner
  • Develop at-risk indicators and critical account management toolkit
  • Be the voice of the customer back to the business including assessment and distillation of feedback gathered by the wider team
  • Be supremely knowledgeable about eFinancialCareers products, services and process and act as a resource for the rest of the team

 

OBJECTIVES

  • Ensure positive ROI for the client
  • Build long term relationships with clients to ensure renewal
  • Engage with decision makers and end users to ensure best possible product adoption and usage

 

PERSON SPECIFICATION

Essential

Experience/Skills

  • 2+ years working for an online or SaaS company (ideally a Jobboard)
  • 2+ years experience and skills in Customer Success/ Relationship Management (Not a call-center/telecoms environment).
  • 2+ years working with CRM Systems

 

Qualifications

  • Educated to AP level or equivalent

 

Competencies

  • Excellent organisational and time management skills
  • Ability to handle multiple tasks simultaneously and adapt to a dynamic environment
  • A strong team player
  • Be outgoing, well presented and comfortable training and conversing with groups of people large and small
  • Strong interpersonal skills with ability to influence
  • Computer literate with MS Office (Word, Excel, PowerPoint and Outlook) and CRM systems
  • An understanding of online systems, SaaS products and websites
  • An understanding of and willingness to keep up to date with market trends both within Financial Services, Recruitment and Customer Relationship Management
  • Innovative, forward thinking approach to customer success.

 

Desirable

  • University educated
  • Experience working for an online company
  • Financial Markets industry knowledge
  • Recruitment industry knowledge

 

 

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