Customer Success Champion

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Customer Success Champion
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Allfields are looking for a technically savvy Customer Success Champion who possesses a strong drive for results to will help our workplace learning products Cognise and Courso shine. This role exists to deliver an exceptional Customer experience. Our ideal candidate is a go getter ready to roll up their sleeves to help support existing & onboard new customers, support our product team, and manage and grow the community around our products.

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ABOUT THIS ROLE

We need to tell our brand story, communicate clearly our offering to customers and partners – current and future while continuing build product visibility and grow our success. So, a strong understanding of customers, general marketing principles and a passion for getting the small things right through planning and implementing simple creative effective initiatives will have a direct impact on the success of the person in this role. Great work starts with an understanding of Allfields target audiences and our vision.

WHAT WILL YOU DO?

Duties include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimising churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle any customer requests.

Successful candidates must be social, analytical, and possess an aptitude for learning and using new software and be able to communicate clearly and effectively. The ideal person should engage with customers, maximise value, and create strategies to grow our customer base.

SUCCESS LOOKS LIKE THIS

Phenomenal communication skills. You engage with customers and really personalise their experience building solid trust with our brand, and you as a brand ambassador.

You know how to give/receive good news, bad news, suggestions and feedback.

You consider yourself a creative person. You enjoy pushing the limits of what is possible and dreaming up inventive solutions to solve challenging problems.

You believe in our mission and want to be a big part of the team making it possible.

You’re able to take a project from idea to implementation successfully - you don’t just have ideas, you execute them in a timely manner.

Ability to iterate and improve copy (resources) in a way that is logical and helpful for our brands.

You can lead. You’re well equipped to motivate those around you and keep everyone on track, ensuring everyone’s doing the best that they can. You can rally the team to work together and make sure everyone is held accountable to getting results.

You are a self-initiator. You do not wait to be told – you action tasks focussing on successful outcome.

You make considered suggestions for product & biz process improvements based on customer feedback and manage communications and social channels around product releases and updates.

You create compelling content - conceptualise, plan and collaborate with other team members providing a high-quality finished output within the deadline assigned. Identify and drive customer and partner case study/storytelling opportunities. Develop a cadence of news, blogs and articles etc to support our story, edit and/or proof written materials for different channels including website, social, email marketing.

You love solving problems. You have a structured process to problem solving and can take a project (with many moving parts) and break it down.

You give customers love! You know how to patiently educate and guide them toward success. You can build, grow trusted customer relationships through face to face engagement, written or verbal.

You’re a real hustler. You have a keen sense of urgency and the ability to analyse issues and know when and how to ask for help. You thrive on the challenge of a multiple small jobs or a larger project – nothing will defeat you! You’ll do (within reason) what it takes to get the job done.

QUALIFICATIONS / EXPERIENCE

Proven proactive problem solver who demonstrates initiative to quickly resolve tricky issues.

Ideally a Communications or Marketing Degree with min of 2-3yrs of industry experience in a similar product facing role.

Relevant role experience and knowledge of digital product-based customer success processes.

Role experience in working with larger business customers e.g. councils, government, large private

High computer literacy, ability to learn new software quickly. Experience in digital content creation.

Champion our products and the allfields brand.

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If this sounds like you, we’d like to hear from you! If you are interested in this job send your CV and cover letter to jobs@allfields.co.nz.

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