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Customer Success Agent
4 months ago
**The Opportunity**:
An exciting new opportunity is available to join our new digital subscription product, Defence Engage. The product is being managed in a start-up environment yet with the support and investment of being part of Clarion Events. This is an opportunity to get in at the start, helping to shape the market approach for the product and be part of the team. Reporting to the Product Director, the Customer Success Agent will be critical in onboarding clients, managing client communications, gathering feedback and providing overall support.
Clarion Events and Clarion Defence embrace diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.
**Key Responsibilities**:
- Learn ins and outs of the platform and create content keep up content maintenance, including but not limited to an organisation or product/service creation, amending content or user details as needed, push notifications, announcements etc.
- Manage messages between customers
- Create recommendation reports and engagement reports for customers
- Improving the quality of the service we deliver to our customers, increasing renewal and reducing churn
- Develop feedback or complaints procedures for customers to use
- Create customer feedback reports and brief the sales, marketing and content team to include customer interests, challenges and suggestions
- Provide detailed and regular reports to senior management concerning customer satisfaction and feedback
- Drive continuous improvements in customer engagement metrics (first-time login, login frequency, connection requests made) through assistance with onboarding users and matchmaking reports
- Write and update user documentation, FAQs and help create any other customer-support materials as needed
- Represent the voice of the customer to provide input into every core service and marketing, sales and operations process
- Collaborate with all internal departments in order to ensure customer success is considered across all client interactions
- Building an internal knowledge base and assisting with the onboarding process of new agents
- Providing support at events, virtual or in person, as needed
**Knowledge, Skills & Experience**:
- Previous professional experience in a B2B customer success role
- Excellent communication and interpersonal skills
- Flexible approach, able to operate effectively with uncertainty and change
- Focused, self-motivated, with a “can do” attitude
- A high level of accuracy and attention to detail is required
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