Overview
As a Customer Success Assistant, you’ll be involved in all aspects of the business – ranging from Sales and Project Management, to Customer Service and Consultancy. Being at the forefront of our Customer Success team, you won’t find yourself without a task to complete or a problem to solve. You’ll build trust with our customers and be the first person they contact for advice and help, so becoming a ProspectSoft ambassador is a key responsibility within this role.
Whether managing a project or consulting with customers during the Onboarding process, you’ll be constantly establishing new relationships and building customer rapport. You’ll also gain valuable insight and understanding of business processes through interacting with customers on a daily basis.
If you can listen to our customers and guide them towards the right solutions, helping them overcome their business challenges, then you’re the perfect fit for our Customer Success role!
Some of the things you’ll be doing
Building Customer Rapport
Each element of this role is strongly focused on communicating with our customer base. Having the ability to build relationships and trust with customers is a vital skill you’ll adopt.
Onboarding Customers
Getting customers up to speed with the Prospect system and regularly checking in on their progress is critical to ensure ongoing success. You’ll need to understand and interpret the customer’s business objectives and processes to ensure each Onboarding is successful.
Customer Service
At ProspectSoft, we pride ourselves on exceptional customer service and every member of staff contributes to this. This involves providing timely answers in a professional and friendly manner that represents the company's core values. Being in the Customer Success team offers you the opportunity to put your communication abilities to the test whilst developing valuable skills in business-to-business discourse.
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Cross-Functional Collaboration
For customers to be successful, the whole team plays a part. You’ll collaborate with Sales, Marketing, and Product Development to align Customer Success Initiatives with broader goals.
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Customer Engagement
You’ll be developing and executing on a variety of strategies such as webinars, workshops and newsletters to keep our customers informed and increase customer retention and advocacy.
Business Development
Whilst selling isn’t the primary focus of Customer Success, you’ll learn how to identify business development opportunities that would add further value to the customer’s solution to help us increase our customer lifetime value. Whether it be assisting with System Reviews, Onboarding Experiences or upselling Points Packs, you’ll help to improve the customer’s experience with the system so they can wholly benefit from its features.
Software Demonstrations
As the year progresses, you’ll confidently demonstrate our software to customers. To persuasively deliver high quality demonstrations, it’s essential to understand customer requirements. This is a skill that you’ll acquire during your time in the Customer Success role.
Project Management
Delivering software solutions is a core part of the business. As a Customer Success placement, you’ll be playing a fundamental role in scoping and documenting requirements to support customer and internal projects. Managing these tasks will require skills in organisation to ensure you can successfully manage and follow desired timescales as well as internal deadlines. Effectively liaising with team members across departments and, most importantly, the customer is crucial to ensure a successful outcome.
What you’ll need
- Passion for delivering high quality customer service
- Empathy & a customer centric mindset
- Strong communication skills (verbal & written) & interpersonal skills
- Exceptional time management & organisation skills
- Excellent IT systems knowledge (including email, Excel, Office etc.)
- Motivated by targets & deadlines
- Enthusiastic approach & positive attitude at all times
- Great attention to detail
- Ability to solve problems
- Completed a minimum of 2 years of your undergraduate degree but won't have graduated at the start of your placement