Job Description

JOBJACK is looking for a driven, patient, and passionate problem solver to join our Operations Team as a Customer Success Specialist. With superior people skills and a positive attitude, a Customer Success specialist bridges the gap between sales and customer management, enhancing product value and keeping a "high-level view" of the support process.
This is a summary of the Customer Success Specialist role and the duties to be performed as organized by following key responsibility areas.

1. Customer Onboarding and Relationship Building:

• Onboard and train new customers following the Customer Onboarding process
• Set up relevant meetings, training, and follow-ups with all parties involved in customer onboarding.
• Manage, build, and strengthen customer relationships.
• Manage customer usage through their entire life cycle.
• Establish a trusted and strategic advisor relationship to help drive the continued value of our product.

• Demonstrate the value of the JOBJACK platform to our customers every day by providing fantastic customer support.
• Review the customer journey, identify how itxe2x80x99s supported, and take a consultative approach to helping customers overcome issues and achieve goals.
• Manage incoming calls and emails and handle appropriate follow-up meetings and emails.
• Address, resolve, and record any customer issues that arise of usage, and general account satisfaction.
• Offer solutions to pain points, and find opportunities to upsell new features to increase revenue

• Maintain and develop customer success processes and best practices, as well as customer support content, with the help of the marketing team.
• Have a comprehensive knowledge of the companyxe2x80x99s business model to answer all customer-related inquiries.
• Continuously improve customer success processes and procedures.
• Analyze internal reports to identify bottlenecks and ensure Operational OKRs are met consistently.
• Prepare necessary documentation, reports, or visuals for customers to demonstrate the performance of the campaign and analyze data trend scores to identify areas of improvement.

• Collaborate with the CM Team by conducting quarterly Account Manager Check-ins to ensure quality service is maintained.
• Collaborate with the product team to provide feedback on product improvements and new features.
• Develop and execute customer engagement campaigns to increase usage and adoption.
• Monitor customer usage and identify opportunities for upsells
• Conduct monthly check-ins with customers to identify areas for improvement and recommend solutions.

• Bachelor's degree or diploma, and 2-3 year's relevant experience
• Multi-tasker
• Detail-oriented
• Problem-solver
• Joyful and driven
• Deadline-oriented
• Opportunity finder
• Flexible and adaptable
• Comfortable working across multiple departments
• Confident to investigate and implement new ideas
• Ability to break down processes into practical steps
• Exceptional verbal and written communication skills
• Ability to apply new knowledge in a fast-paced environment
• Ability to stay calm, cool and collected during stressful conversations
• Eager to invest in the JOBJACK culture and vision to Employ the World

• Hybrid model - with our Bellville-based office, we offer employees in-office and remote days
• Flexible hours - your day starts anytime between 6 am and 9 am
• Leave - we offer a generous leave package of 20 days in your first year, and 25 days from year 2
• No dress code
• Culture - it's our top priority
• Upskilling - access to Audible and Udemy courses, on dedicated company time.