Customer Success Consultant (Associate Level) at Environmental Resources Management (ERM)

Key responsibilities and duties:

• Become a Customer Success ambassador for ERM Libryo.
• Manage relationships and a selection of key customer accounts
• Deploy large projects and open opportunities for customer expansion
• Help maintain the administrative and data infrastructure of your customer portfolio, including (but not limited to):
• contact, company and deal data in our CRM
• user, customer, team, organisation data in the ERM Libryo Platform
• managing of renewal data and assistance with monthly renewal reporting
• adding/Removing of users to ERM Libryo
• maintaining active/in-active users and/or organisations on the platform
• creation of Projects for new customers getting onboarded to ERM Libryo
• creation of Projects for new and renewing customers
• updating and the sending of important customer documentation to renewing customers
• Become an expert user on the ERM Libryo Platform. This will enable you to train and demo the platform at a high level.
• Provide day-to-day support to the Customer Success team
• Customer ‘first-line’ query resolution and query tracking – in all mediums (live chat, emails, phone calls). This includes;
• creation and closing of customer query ‘tickets’
• logging and capturing all communications with customers on our CRM
• being able to handle live-chat user queries
• making outbound calls to resolve customer queries.
• outbound calls to follow up on renewals and outstanding customer documents
• understanding and utilizing the team support inbox for all customer email queries.
• Perform generic online Customer Success training sessions for new and existing users.
• Generate and distribute monthly internal and external reporting
• Provide quality user feedback to the product team to assist with product development
• Work with the Customer Success team to provide input to map out all internal processes that
• relate to the customer journey, customer data maintenance, query resolution and feedback loops.
• Undertake other such reasonable duties as required by the co-founders and the Customer Success team.

Requirements:

• 1-2yrs Account Management/Customer Success experience
• Keen interest in SaaS and technology
• Completely customer-centric (everything we do is about the customer and their success)
• Eye for detail
• Very good communicator
• Ability to multi-task
• Very Organised and process-driven
• Fast learner
• Takes initiative and self-starter
• 3/4-year business degree. Legal background added bonus!
• Excellent writing skills
• Knowledge of CRM software, Zendesk, Google Suite an added advantage