Customer Success Manager ensuring clients effectively use DigitalCheckIn software and remain satisfied. Involves onboarding, support, and continuous process improvements in a dynamic team.
About the role
- Customer Success Specialist supporting UK and Australian customers for value realization at Axon. Handling inquiries and managing customer cases with focus on SMB and Mid-Market.
Responsibilities
- Execute assigned customer success tasks with attention to detail, following defined procedures and playbooks.
- Handle inbound customer inquiries and case management for UK and Australian accounts, focusing on SMB and Mid-Market customers.
- Triage and respond to customer issues reliably; escalate to the right internal resources when needed and track through to resolution.
- Support adoption and value realization by completing assigned activities (e.g. follow-up, logging, light outreach) as directed by the UK/Australia CS team.
- Maintain accurate and timely records in Salesforce (e.g. tasks, activities, cases) and use CRM and customer success tools to support the team.
- Participate in onboarding and training of new team members and contribute to team learning and documentation.
- Use Microsoft Office Suite and, where applicable, AI tools (e.g. ChatGPT) to work efficiently and consistently.
Requirements
- Relevant experience in customer success, customer support, account coordination, or a related client-facing role; we prioritise relevant experience over specific education.
- At least 1–2 years of experience in a customer-facing or operations role; entry-level candidates with strong motivation and transferable skills are encouraged to apply.
- Basic proficiency in CRM (e.g. Salesforce) and standard productivity tools (Microsoft Office Suite); curiosity or experience with AI tools (e.g. ChatGPT) for productivity is a plus.
- Reliable execution: you follow plans created by others, complete assigned tasks on time, and seek guidance when you recognise an issue.
- Alignment with Axon’s mission and values: you connect with candor and care and want to contribute to a team that protects life and serves public safety customers.
Benefits
- Opportunity to grow into owning customer relationships
- Contribute to team learning and documentation
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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