Virtual Customer Service Representative providing support for NextGen Real Estate clients via phone, email, and chat. Handling inquiries, complaints, and account management with a focus on customer satisfaction.
About the role
- Customer Success Manager focusing on successful software adoption and customer satisfaction in K-12 education SaaS. Managing customer relationships and driving long-term success for Veracross clients.
Responsibilities
- Partner with an assigned portfolio of customers to identify needs, uncover opportunities, and develop strategic account goals
- Build relationships with assigned customers and promote goodwill between customers and Veracross, interacting via email, ticketing, or phone.
- Drive customer retention and manage churn through an awareness of customer goals and proactive monitoring of customer health and satisfaction, utilising available resources to identify and address barriers to successful adoption and expansion.
- Assess customer business needs to suggest alternative products and/or services to drive long-term success within the software, passing potential leads for incremental software needs to the sales teams.
- Serve as an escalation path for customers, working with the customer to identify and remove barriers and coordinating with internal resources to expedite resolutions or develop action plans as needed.
- Collaborate with internal teams, partnering with Implementation, Support, Sales and Finance to align on account strategy to ensure successful use of the software and maximise account renewal opportunities
- Partner with Veracross Support to position both the team and customers for success; building and maintaining trust with the support team and championing the team when working with customers, and documenting and educating the team when unique customer cases arise
- Assist with project management and implementation of smaller modules, product conversions, or upgrades
Requirements
- Bachelor’s Degree or equivalent customer service experience
- 3+ years of experience working in SaaS customer success, account management, technical support, or other post-sales services
- Experience working in high-energy customer-facing roles
- Demonstrated success in multitasking and managing multiple accounts
- Demonstrated success providing outstanding client/customer service, evidenced by strong customer satisfaction or retention
- Demonstrated excellent written and verbal communication skills
- Demonstrated problem-solving and analytical skills, able to identify issues with a customer’s experience and propose lasting solutions
- Demonstrated ability to operate independently with minimal guidance while performing your duties
- Experience working within a collaborative team environment and contributing to positive company culture
- Industry knowledge of the K-12 private school sector and other education SaaS products a plus
Benefits
- ***The best tools to get the job done!***
- When you join Veracross, you get a Macbook Pro, a 32-inch monitor, and an adjustable desk and Herman Miller chair for the office.
- ***Growth opportunities!***
- Veracross is growing fast, allowing you to own your role and grow with us! Operating within a global team, there are opportunities for professional development allowing your skills to grow as the business grows.
- ***Work/life balance***
- Management encourages taking hour-long lunches and finishing on time and understands that you have a life outside of work. You can take the day off for your birthday and get a $100-a-year allowance for well-being. Massage, anyone?
- ***Flexibility***
- Veracross offers a flexible working environment, hybrid options (work from home and the office.)
- ***Make a difference***
- Our work makes a positive contribution to our schools, their students and their families around the world!
- ***Snacks, drinks & coffee***
- Digistorm’s (Veracross) Gold Coast HQ offers a coffee machine, snack bar and fully stocked drinks fridge to keep energy levels high! Vege chips, kombucha, almond milk, cookies; you name it, they have it.
- ***Culture***
- The Veracross team is fun, relaxed, and sociable, reflected in the casual dress code and social events. The office has an open floor plan, which allows for cross-team communication and a collaborative environment. Join some staff for lunchtime surfing or hit up nearby food spots for a burger by the beach.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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