Customer Success Representative
2 months ago
Totara is a global talent development platform that offers customers a highly flexible platform for their learning and development needs. We currently serve over 1,500 organisations worldwide and have more than 20 million users in 140 countries. We are setting the standard for success in our industry.
**Responsibilities**:
- Build and maintain strong relationships with clients and partners, ensuring a high level of customer satisfaction.
- Conduct regular customer service check-ins to understand clients' satisfaction levels with the software and identify opportunities for upselling or renewals.
- Collaborate with the marketing team to develop targeted campaigns and events to drive new business opportunities and customer retention.
- Work closely with clients to understand their goals and how they are using the software to achieve them, providing guidance and support as needed.
- Provide onboarding and training support to new clients to ensure they are set up for success with the software.
- Collaborate with the technical support team to address any technical issues or concerns that clients may have, ensuring timely and effective resolution.
- Monitor clients' usage and adoption of the software, providing insights and recommendations for how they can optimise their use of the platform to achieve their goals.
- Provide regular reports and analysis to the management team to track progress, identify areas for improvement, and report on customer satisfaction levels.
**Requirements**:
- Experience in a customer-facing role within the HR and learning technology sector.
- Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with clients.
- Self-motivated and able to work independently to achieve targets.
- A passion for learning and technology, with a good understanding of the LMS market and competitive landscape.
- Experience with CRM systems and ticketing software, preferably HubSpot and Jira.
- Strong analytical skills with the ability to interpret data and provide insights and recommendations to clients.
- Strong problem-solving skills with the ability to identify and resolve issues in a timely and effective manner.
- Strong organisational skills with the ability to manage multiple clients and priorities.
This is an excellent opportunity to join a growing and dynamic company that is committed to providing high-quality learning solutions to organisations worldwide. If you have a passion for customer success, a strong understanding of the HR and learning technology sector, and experience in customer service and retention, we would love to hear from you
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