Customer Success Coordinator

Customer Success Coordinator

Purpose

As Customer Success Coordinator your role is critical in the ongoing support of customers utilising our software. Working closely with the Customer Success manager, external customers and internal Bustle staff, the focus of this position is facilitating quality support to Bustle technology and it’s customers.  

This position plays a pivotal role in servicing and maintaining strong, long – lasting relationships with our customers. This is a full–time role, and we are looking for a motivated self–starter with strong interpersonal and problem-solving skills. 

Organisational Relationships

Reporting directly the Customer Success Manager, your position sits as a valuable contributor in the delivery of product vision for Bustle Technology. Identifying opportunities to improve on processes in a changing technology market, your experience will bring to the business innovative ways to enhance our customer support. 

COMPANY VISION & VALUES

Bustle has a vision to help create a safer, more connected, responsive, and smarter Road Freight Industry. We expect

all our staff to honour our values in everything we do:

• Be approachable to enable our customers to seek support when needed
• Be curious about our customers problems and find solutions to any issue
• Be accountable by always doing what you say you will do
• Be flexible by working collaboratively to achieve common goals
• Be honest with our clients and each other by owning mistakes and learning from them
• Be empathic in your listening to ensure our customers feel heard and supported

CORE RESPONSIBILITIES

• Obtain an in-depth understanding of our platform and the customers/industry we service. 
• Upkeep of our customer ticketing system to ensure we are adhering to business SLA’s
• Addressing and resolving non-technical support tickets promptly for our customers 
• Elevating technical support tickets into development process using internal tools and decision making guidelines
• Email and phone correspondence with clients as required 
• Support Customer Success manager with new customers in the onboarding process, ensuring a smooth transition to the Bustle platform
• Develop an in-depth understanding of our clients existing operations, enabling you to provide expert advice and support regarding their use of the platform 
• Work with customers to ensure they are leveraging our services effectively and finding value in our services
• Utilisation of internal tools to self-service progress of customer generated tickets 
• Upkeep of the platform knowledge base and how-to tools
• Involvement in meetings as required with developers to ensure any tickets with road blocks or require extension on time to fix can be communicated to the customer
• Population and preparation of basic reports for internal KPI’s and customer monthly meetings
• Basic testing and quality support for new features or bug fixes that are about to be communicated to the customer
• Deployment of release notes and updates to customers
• Any general tasks as requested and support for the office 

EXPECTED OUTCOMES

• Help maintain our customer relationships and support tools
• Become a product champion through strong product & industry knowledge as well as deep understanding of Bustle’s vision
• Be proactive in helping maintain process adherence and identifying potential improvements to Customer Success manager
• Provide management ongoing support to allow them to time to focus on their wider responsibilities 
• Assist in the preparation and distribution of customer communication materials

EXPERIENCE, SKILLS AND KNOWLEDGE REQUIREMENTS

• Proven experience in customer service/support roles
• Experience in Transport and/or SaaS Technology company will be seen as preferential 
• Competent problem-solving, strong written and verbal communication skills with customer centric mindset.
• Technical aptitude towards use of cloud softwares and ability to learn quickly
• Previous experience in documentation population/preparation
• Competent in Microsoft suite of tools i.e. Word, Excel etc
• Experience with Jira, Freshdesk, Github etc beneficial

KEY PERFORMANCE MEASURES 

Performance will be measured in several ways for this position.

• Ticket SLA’s adherence 
• Internal report generation for KPI’s & customer reports 
• Existing and new customer account configuration support
• Upkeep of internal documents related to Customer Success