Customer Success Specialist

Based at Lot Fourteen, become involved in a high-tech startup to contribute to the Customer Success process!

• Exciting new full time or part time position in a technology scale up
• Influence client growth and satisfaction within an innovative tech environment
• Attractive incentives with realistic targets

About the Client:

Trellis is a Software and Data-as-a-Service provider supporting typically organisations to speed up their sustainability journey towards net-zero targets and utility / resource optimisation.

Trellis leverages various technologies to intercept, process and interpret large volumes of financial grade data to support business and government make better data-based decisions, boost sustainability, optimise operations and ultimately achieve better environmental and financial outcomes.

Since launching in 2018, Trellis has achieved incredible success in growing a national clientele made up of customers including: local and state government, Universities, and large corporates.

The business has a highly capable and experienced core team, is well funded by a group of committed investors, well supported by a highly experienced board, and has developed a clear strategy for continued growth.

About the Opportunity:

Join the heartbeat of our scale-up family!

Are you passionate about leveraging technology to drive client success and satisfaction? We are seeking a dedicated Customer Success Specialist to play a crucial role in our ESG tech scale-up.

As a Customer Success Specialist, you will play a pivotal role in onboarding new clients by spearheading client relationships and steering client focused projects, fostering continuous adoption to guarantee client renewals, and supporting our dynamic Customer Success team to resolve customer issues.

The spotlight will be on your ability to streamline customer onboarding, service delivery, and support, aiming to maximise both back-end efficiency and front-end (customer) utilisation, service penetration, and retention.

We are seeking a self-starter who thrives on solving problems, delivering outstanding customer experiences, and possesses a genuine passion for navigating the challenges of tech-based products within a scale-up environment.

This opportunity can be full time, part time or school hours.

Key Responsibilities:

• Onboarding Excellence: Guide new clients through a seamless onboarding process for our tech solutions, ensuring they are set up for success from day one.
• Renewal Management: Proactively monitor client renewals, identify growth opportunities, and collaborate with clients to secure renewals, ensuring ongoing satisfaction and value.
• Team Support: Collaborate with and support other members of the Customer Success team, sharing insights and contributing to a cohesive and high-performing team environment.
• Primary point of contact: Facilitate the resolution of client concerns and conflicts in a timely manner, prioritizing positive client relationships and ensuring their needs are effectively addressed.
• Customer Advocacy: Act as the voice of the customer within the organization, advocating for their needs and preferences to improve our products and services.

In addition to your enthusiasm for the sustainability and tech space, you should also possess:

• A proven track record and a minimum of 2 years’ experience in optimising the customer experience, ideally for software/technical products.
• A passion for being part of a scale-up and have experience in setting up processes and foundations from scratch.
• An analytical mindset with outstanding critical thinking, and problem-solving skills and the ability to identify areas of improvement.
• Initiative, tenacity, resilience and drive.
• Exceptional communication skills, be highly organised and have a collaborative approach.
• High Information Technology literacy and exposure to systems that can automate, simplify and streamline internal activities and customer touchpoints.
• Professional written and verbal communication.
• High energy, have a positive demeanour and be a strong people person.
• Ability to develop ongoing rapport with clients and develop strong professional relationships.
• Ability to develop presentations and speak confidently with major stakeholders.

Why Trellis?

• Opportunity to make a real difference to the world.
• Great location based in Lot Fourteen in the Adelaide CBD.
• Have the opportunity to be supported and mentored by experienced Founders and Board
• Flexible working arrangements including mixed office and work from home.
• Supportive work environment with an excellent team culture.
• Work with a smart, collaborative, innovative tech team that tackles complex and interesting problems.

Sound like you?

Want to find out more information, please feel free to contact Kate on 0435 843 155 or to apply please provide a cover letter that highlights your experience relevant to this advertisement and your resume (please combine your cover letter and resume in one document).

We reserve the right to make an offer at any time through the recruitment process. We encourage those interested in the position to submit their application as soon as possible.

Recruiters and Candidates. Please do not send details directly to the client. The client has engaged BespokeHR to assist solely with this position. If you or any of your potential candidates wish to apply, please do so via the apply button.

CURRENT RECRUITMENT MARKET

The recruitment market continues to be challenging across most industries and roles, and competition for candidates is at an all-time high. If after 2 weekends of advertising, we do not have a suitable shortlist, we will discuss the best course of action with you.

RECRUITMENT UPDATES

From the commencement of advertising our team will conduct ongoing application reviews and provide regular progress updates via email. To ensure the recruitment process runs as efficiently as possible, it is important that you respond to our updates, and provide feedback on applications (where applicable), within 2 business days. Your feedback on applications assists us in future shortlisting and also ensures that we can provide timely progress updates to applicants. Through these updates, we will also highlight any concerns we may have and work with you to determine the best course of action. Please also feel free to contact your BespokeHR Recruitment Consultant if you have any queries at any other time.