We are a leading B2B staffing platform, specializing in connecting talented architects and engineers with top-notch Australian architectural and engineering companies. Our platform is designed to empower remote work, allowing professionals from around the world to collaborate with global firms seamlessly. As we continue to expand our services and clientele, we are seeking a dedicated Customer Success Representative to manage U.S and Canadian accounts, ensure the satisfaction of our contractors, and drive the growth of our partnerships. Our team is empowered to constantly explore, innovate, and strive to think outside the box, providing personal and team growth.
Responsibilities:
As a Customer Success Representative, you will play a pivotal role in fostering strong relationships with our Australian clients while ensuring that our contractors thrive in their roles.
Your responsibilities will include:
- Account Management: Oversee and nurture relationships with U.S and Canadian architectural and engineering companies. Understand their needs, challenges, and goals.
- Contractor Satisfaction: Act as a point of contact for our contractors, addressing their concerns, ensuring their happiness, and serving as a bridge between them and the client firms.
- Upselling and Growth: Identify opportunities to expand our services within existing client accounts. Collaborate with the sales team to upsell additional contractor resources.
- Client Onboarding: Facilitate the onboarding process for new clients, ensuring a smooth transition and integration of our contractors into their teams.
- Feedback Collection: Gather feedback from both clients and contractors, and communicate this feedback internally to help improve our platform and services.
- Problem Resolution: Handle any issues or disputes promptly and professionally, finding effective solutions that benefit all parties.
- Reporting: Maintain accurate records of client interactions and share insights with the management team to drive strategic decisions.
Requirements
- Bachelor's Degree: A bachelor's degree in business, marketing, or a related field is preferred.
- Customer-Centric Mindset: A genuine passion for delivering exceptional customer service and ensuring client satisfaction.
- Communication Skills: Outstanding written and verbal communication skills, with the ability to build rapport and convey complex ideas effectively.
- Problem-Solving Skills: Strong analytical and problem-solving abilities to address client and contractor concerns.
- Sales Acumen: Basic understanding of sales principles and the ability to identify upselling opportunities.
- Remote Work Proficiency: Must have a reliable laptop, high-speed internet connection, and a comfortable remote work setup.
- Video Conferencing: Comfortable with videoconferencing tools for client and contractor interactions when necessary.
- 2+ Years of Experience: Previous experience in a customer success or account management role, preferably in a B2B environment, with at least 2 years of relevant experience.
Important to have:
- Native English
- Great Communication Skills
- Enjoys talking with people;
- Comfortable doing videoconference with clients
- Motivated Self-starter
- Ability to work unsupervised
- Ability to multi-task
- Shows Initiative, Proactive
Benefits
- Work for the most exciting companies in the world.
- Flexible schedules.
- Work from anywhere.
- Highly competitive compensation.