The SJB Group
Customer Success Specialist
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Customer Success Specialist
Job Description
The Customer Success Specialist is responsible for delivering an exceptional customer experience that drives client satisfaction, retention, and growth. Serving as the primary point of contact, this individual will proactively support customer business needs, build strong relationships, and identify opportunities to expand services and partnerships. Compensation for this role includes a base salary and performance-based bonuses tied to the successful achievement of key performance indicators (KPIs).
Key Responsibilities
- Build and maintain strong customer relationships, ensuring client needs are addressed promptly and effectively.
- Conduct regular service reviews to assess customer satisfaction, identify potential challenges, understand current and future business objectives, and uncover opportunities to expand services that align with customer goals.
- Manage and drive customer renewals, ensuring timely contract execution and maximising customer retention.
- Monitor customer accounts proactively, addressing issues before they escalate and identifying opportunities to improve service delivery and account performance.
- Resolve complex customer concerns and disputes professionally, ensuring positive outcomes and preserving strong client relationships.
- Support customer engagement initiatives by communicating service enhancements, industry insights, and best practices.
- Maintain accurate and up-to-date records of customer interactions, service activities, and account-related documentation.
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Required Skills & Experience
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- Excellent communication and relationship-building skills, with the ability to understand and respond to customer needs.
- Strong analytical and problem-solving abilities.
- Excellent organisational and time management skills.
- Strong administrative and technical skills, with proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint.
Desirable Experience
- Previous experience in customer-facing, account management, customer success, or sales-related roles.
- Experience within a technology, managed services, SaaS, or professional services environment would be advantageous.
- Familiarity with customer relationship management (CRM) platforms and customer success tools.
Working Arrangement
This is a hybrid role, combining office-based and remote working.
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