Customer Success Specialist improving client satisfaction and engagement through client management and support. Utilizing tools like Zendesk and JIRA to resolve issues effectively.
About the role
- Customer Success Specialist providing onboarding and support for Krux's SaaS solutions in the mining industry. Responsible for customer relationship management, technical issues resolution, and product adoption.
Responsibilities
- Coordinate with the sales team on new clients to ensure a smooth transition to onboarding
- Act as a technical subject matter expert on KruxMetrix and KruxLog, empathetically guiding users through the use and optimization of the system
- Conduct training sessions to educate customers on existing and new features and best practices
- Establish and maintain long lasting relationships with key stakeholders within customer organizations
- Respond to customer queries in a timely and accurate manner, via phone, email or chat
- Act as a trusted advisor, understanding customer goals and challenges
- Monitor customer usage patterns and identify opportunities to drive increased product adoption
- Inform customers about new features and functionalities
- Collaborate with product and development teams to provide customer feedback
- Work closely with the sales team to ensure timely renewals and identify upsell opportunities
- Serve as the primary point of contact for customer inquiries and technical issues
Requirements
- BSc in Information Technology, Geology or other relevant diploma
- Experience as a Customer Support Specialist or similar CS role
- Experience with SaaS based products
- Familiarity with mining industry is a plus
- Experience using help desk software and remote support tools
- Understanding of how CRM systems work, experience with Hubspot is an asset
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Patience when handling tough cases
Benefits
- Flexible working hours
- Work from home options
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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