AddressWe are hiring three Customer Success Rep roles that will be based in the following locations NSW, VIC & QLD.
AutoGrab is dedicated to revolutionising the automotive industry by seamlessly connecting networks, markets, and knowledge. Our data-driven approach empowers clients with real-time access to the entire automotive market, enabling informed decisions, enhanced` customer connections, and accelerated innovation. Through our focus on shaping products that drive our clients' businesses forward and give them a competitive edge, AutoGrab leads the charge towards a more transparent, efficient, and interconnected automotive industry.
The Customer Success Representative plays a crucial role in developing and maintaining strong relationships with existing clients, ensuring their satisfaction and driving business growth. This position will serve as the primary point of contact for customers, guiding them through the onboarding process, addressing their concerns, and nurturing long-term relationships.
KEY ACCOUNTABILITIES
Onboarding: Support and/or facilitate the smooth onboarding process for new customers by guiding them through the setup, configuration, and initial usage of AutoGrab's automotive solutions. Provide training sessions and resources to ensure clients understand how to effectively utilise our products.
Relationship Management: Build and maintain strong relationships with customers through regular communication via email, phone, and in-person meetings when relevant. Understand their business objectives, challenges, and success metrics to tailor solutions accordingly.
Customer Support: Serve as the first point of contact for customer inquiries and technical support requests related to AutoGrab's automotive solutions. Troubleshoot problems, provide timely resolutions and escalate complex issues to the appropriate internal teams when necessary.
Proactive Outreach: Take a proactive approach to customer engagement by identifying opportunities for upselling or cross-selling additional AutoGrab products or services that align with the customer's needs. Provide product updates, best practices, and relevant resources to help customers maximize their ROI.
Customer Feedback: Gather feedback on customer's experience with AutoGrab's solutions. Advocate for customer needs within the organisation and collaborate with product and engineering teams to prioritise enhancements and bug fixes.
Renewals and Retention: Monitor customer usage patterns and engagement levels to identify at-risk accounts and proactively prevent churn. Work closely with the sales team to upsell to existing clients.
Metrics Tracking: Track key performance indicators (KPIs) related to Customer Success, such as churn rate, renewal rate, and expansion revenue. Analyse trends and insights to identify areas for improvement and implement strategies to drive continuous improvement in customer satisfaction and retention.
SKILLS & EXPERIENCE
Experience
- Strong customer service orientation with an ability to build rapport and trust with clients.
- Experience using CRM software and associated process.
- Familiarity with sales analytics and reporting tools.
- SaaS Account Management experience is highly desirable.
- Full Driving Licence required.
Skills
- Strong customer service orientation with an ability to build rapport and trust with clients.
- Excellent time management and organisational skills.
- Ability to handle multiple tasks simultaneously and meet deadlines under pressure.
- Confident presentation skills and a demonstrated ability to influence and persuade others.
- Highly motivated and results-oriented.
- Adaptable and resourceful, able to handle unexpected challenges and changes.
Qualifications
- Tertiary experience in a relevant field highly regarded.
