Description:
The Role
To take our customers from beginners to Champions, Customer Success professionals are the most important touchpoint for a large portfolio of managed enterprise and SMB customers who use iAuditor to drive safety and quality outcomes. The Velocity team manages the end-to-end customer lifecycle for our SMB customers, from delivering pre-sales advisory, provide product expertise to the Sales team, onboarding new customers, drive product adoption, to managing post-sales customer relationship and guides the customer to continue realising value from our product offerings. Fundamentally, the Customer Success function within the Velocity team is the key pillar in ensuring our customers derive value from our products, and ultimately renew and grow their relationship with us.
This position is an Associate role based in the SafetyCulture’s Manila Office. This position does not carry a quota or an individual billing requirement, its sole objective is to assist with winning and maintain the relationship at the close of the sales cycle.
This role is mostly focussed on the Onboarding / Implementation phase of the customer lifecycle. You will proactively ensure our SMB customers are successful in using iAuditor. You will Deliver a superior level of service to manage the end-to-end user experience through the customer onboarding. You will be able to orchestrate a series of activities that produce a positive and integrated customer experience that promotes adoption and optimal business outcomes. Gain and utilise account intelligence to drive best practices in solution design and deployment to help customers maximize the value of our software solutions.
The CSA for the Velocity Pod will work with customers on a one-to-one capacity. The CSA should be comfortable both managing complex projects autonomously and partnering with multiple teams, such as Product, Sales, and Marketing.
The Responsibilities
Manage pre and post-sales onboarding stage of a customer lifecycle
Follow programmatic, repeatable and scalable processes to onboard customers so that they will continue gaining value from our product
Engage with customers and users to understand all elements of their business, products, processes, needs, and pain points
Establish strong customer relationships at the user and management levels based on trust and mutual respect and understanding
Partner with Account Executives, Pod lead and the Sales teams to drive the completion of successful customer interactions
Accurately scope the product and services needed for customers to achieve their goals
Build business cases/ROIs to clearly show SafetyCulture’s value to its customers/prospects
Assist Sales in providing assistance with product / project proposals
Be an expert in the SafetyCulture product offerings and provide solutions to customers to address their business challenges.
Develop customer specific enablement content to support rollout, adoption and expansion opportunities
Contribute to content that will support the adoption and enablement strategies for a given customer
Contribute to process and system and improvement.
Requirements:
You’re a great fit if you:
Have a desire to excel in Project Management
Prioritise customer experience with a focus on customer satisfaction and retention.
Strive to understand clients’ business goals, anticipate future needs and identify solutions.
Passionate about the ways SafetyCulture products can be used to accelerate business goals.
Love to learn about complex technical products and to understand the intricacies of how systems work.
Excellent Communication skills (persuasion, negotiation). At least a 7.5 on the IELTS for speaking, writing, reading, and listening.
You’re resourceful – might not have all the answers, but you know how to find them.
You’re not a passenger! You want to change the world.
