Customer Success Associate

Azeus Systems Limited is looking for a Customer Success Specialist to be part of our growing customer relations force for our product, Azeus Convene.

Convene is a meeting and collaboration solution for Boards and Senior Leadership Teams. It empowers reputable institutions across the globe to foster good governance. Our client base has grown exponentially, and we have extended our global footprint in over 100 countries.

Visit azeusconvene.com for more information.

Role and Key Responsibilities :

• Put the customer at the heart of everything you do to ensure success.
• Become a Convene product champion and an expert on the board management landscape.
• Deliver engaging walk-through sessions to confidently educate our customers on how to get the most from our platform.
• Assess the customer's current level of service and help them gain greater value from the solution.
• Engage regularly with existing customers both via phone and email.
• Liaise with other internal teams to help resolve customer issues raised.
• Be proactive in ensuring that customers are getting the most out of their implementation of Convene.
• Be proactive in reviewing the customer engagement behavior and adopting strategies that ensure retention

Detailed Responsibilities:

• Build and cultivate strong relationships with clients by becoming their trusted adviser and helping them maximize the Convene platform
• Engage customers in regular discussions about their subscription e.g. QBR's, goals, renewals, testimonials, etc
• Document all customer insights, feedback, and use cases
• Identify upsell/cross-sell/referral and other growth and expansion opportunities
• Report potential risk accounts and manage the risk mitigation activities.
• Follow up on customer requests, contracts, renewals, testimonials, and other relevant tasks
• Produce a list of customers to contact over a 2-week period and then provide a progress report at the end of this time.
• Update and manage Pipedrive: contacts, calls, emails, insights, risks, opportunities, etc

Qualifications:

• Open to fresh graduates / entry-level candidates and those with at least 1 year of experience in sales, customer success, or account management
• SaaS background but any IT experience would be great
• Great command of the English language

*This is for a temporary work from home set-up until an indefinite schedule. Work tools will be provided.