About the role

This role plays an important part in driving the growth of the company through:

The Customer Success Specialist role is the first point of contact and is responsible for providing onboarding support, platform technical support, and creating sustainable growth for OpenLearning partners.

As a Customer Success Specialist, you will collaborate with cross-functional teams, troubleshoot technical issues, and contribute to the ongoing improvement of the solutions, supporting new institutional partners through their onboarding and managing a number of accounts to support their growth.

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Key accountabilities

ProductKnowledge:

- Gain in-depth knowledge of the company's product or service offerings.

- Provide expert guidance to clients on maximising the product's value to meet their business goals.

CustomerOnboarding:

- Oversee the onboarding process for new clients to ensure a smooth and positive experience.

- Conduct onboarding sessions and provide educational resources.

ProactiveCommunication:

- Initiate regular client check-ins to assess satisfaction, gather feedback, and address concerns.

- Keep clients informed about product updates, enhancements, and industry trends.

Collaboration:

- Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure a cohesive customer experience.

- Relay customer feedback to the product team for continuous improvement.

Documentation and Resources:

- Create onboarding documentation, guides, and tutorials to assist customers in their learning process.

- Ensure that onboarding resources are clear, concise, and easily accessible.

CustomerEngagement and Feedback Collection:

- Develop and nurture strong, long-term relationships with assigned clients.

- Serve as the main point of contact and advocate for clients within the company.

- Offer responsive customer support during the onboarding phase to address questions and challenges promptly.

- Collaborate with the Customer Success team to facilitate a seamless transition post-onboarding.

- Gather and relay customer feedback to the product development team for continuous improvement.

- Provide insights into common customer challenges and opportunities for product enhancement.

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Requirement:

- Preferably minimum 2 years experience in SaaS customer to technical support.

- Relevant experience in user onboarding, training, or customer support roles.

- Excellent communication and presentation skills.

- Ability to adapt to new technologies quickly.

- Strong organisational and project management skills.

- Customer-focused mindset and goal-oriented and results-driven.

- Analytical mindset with the ability to interpret data.

- Familiarity with customer relationship management (CRM), and support tools.

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