Senior Customer Success Representative (ANZ)

The team at Tradify Limited, a leading software company, is seeking a highly motivated and customer-focused individual to join them as a Customer Success Representative. In this position, you will ensure the success and satisfaction of Tradify's customers in the ANZ region.

The Senior Customer Success Representative plays a vital role in partnering with both new and existing customers to help them maximize their business potential using Tradify. You will take the lead in identifying and championing best practices for our clientele, while also enhancing our Customer Success processes to ensure an outstanding experience for all Tradify users. In this position, you will be a go-to resource for your teammates, handling escalations and being at the forefront of implementing innovative initiatives.

Specific Duties & Responsibilities

• Manage and resolve tier-two escalations
• Support the onboarding process for new Customer Success team members
• Engage in and facilitate peer-to-peer coaching sessions, sharing your expertise with teammates
• Collaborate with larger, high-value clients who have unique needs to enhance the value they receive from Tradify
• Assist Customer Managers with various tasks and be prepared to take on added responsibilities during their absence
• Coordinate with Support Managers and engineering teams to stay informed about SUPE tickets, bugs, and other incidents, and communicate relevant updates to the team
• Contribute to refining our onboarding process and implementing technology and techniques to ensure premier customer onboarding and training, ultimately improving early-stage usage and reducing churn rates
• Collaborate closely with the Customer Success teams and representatives from other regions to ensure we are aligned in our operations and sensitive to regional differences
• Act as a champion for our customers, working with internal teams to relay product recommendations and insights
• Reach out to customers via phone, email, and text after they upgrade to a paid account to ensure they are fully set up and knowledgeable about the system
• Deliver engaging online webinars, training sessions, and demos to equip customers with confidence in the technology while highlighting best practices and new features
• Maintain accurate and timely records of customer data and your activities within our systems
• Stay informed about the latest Customer Success strategies and tools to enhance our processes
• Promptly respond to inbound customer inquiries via helpdesk, email, and phone from paying customers
• Participate in retention and post-90-day engagement initiatives, occasionally leading A/B tests and investigating churn
• Work in close collaboration with senior sales team members and leaders to enhance handover processes

Requirements:
You’re going to love this job if you:

• Have the flexibility to work late shifts 2 nights per week to service our ANZ customers.
• Have experience in a Customer Success, Support or Sales role, or can demonstrate talent and desire to help customers succeed
• Enjoy leading and participating in peer-to-peer coaching sessions, where you can share your expertise and help new team members thrive.
• Capable of actively engaging and collaborating with various departments
• Are highly empathetic, high energy and can relate to people from all walks of life
• Love to find ways to make technology understandable and relatable. Many of the people you’ll be talking to are great at what they do but not with the tools you’re helping them understand and use
• Are highly organised with great attention to detail, as you’ll need to follow established processes and juggle lots of different tasks
• Driven to make sure you contact all customers to need help onboarding, or potentially have an issue
• Have “the gift of the gab” – you need excellent written and verbal communication skills, as you’ll be chatting with customers all day via phone, email, and SMS
• Thrive in a great team environment where everyone is friendly, innovative, and driven
• Believe that tradespeople do important work and that supporting them to do their work better is an awesome thing to be a part of
• Want to do work that improves other people’s lives, but also believe it should be fun

Benefits:
For the right candidate, we offer a great benefits package, including

• Values-based culture
• Hybrid Working 3 office/2 home
• Free in-office parking
• A Dog-Friendly office
• 5 Wellbeing days per year
• 3 Giving Back Days per year
• Southern Cross Health & Life Insurance
• Join us for the 'Big Break' - 4 day company holiday!

Interested? Want to know more? Get in touch