Customer Success Specialist

Remote Position - Work from Home

If you pride yourself on being able to build relationships with anyone, you thrive on helping people succeed and are driven to create exceptional customer experiences, the right opportunity has landed!

School Stream launched in 2013 with a mission to transform the way schools communicate with their parents and communities.

We dream big and we aim high. We lead with innovation to offer intuitive, reliable communication technology backed up by world-class customer support.

About the role

Your primary role is to create an exceptional customer experience for new and existing customers. You will journey with our customers and develop relationships to ensure that all expectations and deliverables are met.

For our new customers you will take care of everything post sale including onboarding and training with a mission of turning them into superstar users. If our customers want to run, we run. If they want to walk, we walk.

For existing customers we like to regularly check in and have great tools for tracking performance and engagement. Discovery sessions for new features and sometimes simply a refresher to ensure our customers are getting the most out of our product.

We are also big on support, it is what stands us apart and this will also become an important part of your role.

Customer retention and building positive relationships with our customers will be the cornerstone of your role!

Perks:

Remote Position - Work from Home

Excellent training and support with ongoing commitment to professional development

Key responsibilities:

Develop and maintain positive business and customer relationships with existing and new clients

Drive retention and growth by understanding and delivering the training and tools necessary for our customers to succeed.

Work with the sales team to ensure a seamless handover for the customer on-boarding process.

Work with customers to design their ideal customer experience journey ensuring their unique objectives are achieved to provide immediate and long term value.

Establish regular touch-points to ensure the customer journey remains on track and any issues are uncovered early.

Serve as the principal point of contact for customers assigned to you.

Closely monitor your customers performance and engagement

Promote our services including discovery sessions, updates and new features.

Provide any feedback back from customers to assist with continuous product & service improvements.

Identifying emerging markets and market shifts while being fully aware of new products and competition status.

Work with management to achieve agreed upon KPIs and goals within specified timeframes.

Cultivate positive team culture through work ethic and collaboration.

We value, support and champion those we work with. We promote personal growth and happiness since our success is dependent on our collective energy, intelligence and contributions of all our team members.

To be successful in this role:

Minimum 1 years experience in a customer success based role

Previous experience working within a SaaS model is preferred

Experience in the EdTech sector highly valued but not essential

An excellent communicator (Zoom, phone, email, LiveChat).

You love technology

You're a strong goal-setter, a natural problem-solver, an optimist

You're strategic

You thrive in fast-paced environments

You are always open to learning and developing

You thrive on working in a team where you manage your own time and priorities

You are detail oriented and maintain accountability

You have experience using CRM's such as HubSpot, ChurnZero and ZenDesk

You have high levels of responsibility, and commitment to be your best

You are 100% a team player!

The Opportunity

A brilliant opportunity to propel your career in the SaaS space and be part of a team where inclusion, collaboration, flexibility and accountability are at the centre of everything we do. We take pride in our work, we celebrate our wins, we champion our team and above all, we prize open communication.

School Stream is a fast-paced business, driven to excel, but we also know the importance of separating work from our personal lives. We focus on productivity rather than hours.

We ensure all our team members are up-skilled with a strong focus on training and development. We encourage you to shine and provide real opportunities for growth.

If you are the person described above, please contact us today. Tell us in your application why you are the right person for this team. Title your email with ‘Pick me’ so we know you have taken the time to read the full job ad!

Please email your resume to [email protected]