Customer Success Specialist

Job Title: Customer Success Specialist Location: London- remote Salary: up to 45k (DOE) Job Type: Full-time, permanent position About Us: Primis are working with a CRM software start-up who provide innovative CRM SaaS solutions designed to empower businesses with powerful tools to manage customer relationships and drive growth. They're are a dynamic, forward-thinking company that values customer success and are dedicated to providing exceptional service and support to our clients. The ideal candidate they're looking for is a Customer success specialist who have client-facing experience in Saas or technology sectors whilst having an understanding of CRM systems. Position Overview: We are seeking a motivated and experienced Customer Success Specialist with a strong background in CRM SaaS solutions to join our team. In this role, you will be responsible for ensuring our clients achieve maximum value from our products by providing expert guidance, support, and training. You will work closely with clients to understand their needs, help them navigate our platform, and drive their success through tailored solutions. Key Responsibilities:

• Client Onboarding: Guide new clients through the onboarding process, ensuring a smooth transition and effective use of our CRM SaaS platform.
• Customer Training: Provide comprehensive training to clients on platform features, best practices, and advanced functionalities to maximize their adoption and usage.
• Account Management: Develop strong relationships with key stakeholders, regularly engage with clients to understand their business goals, and provide proactive support to help them achieve success.
• Issue Resolution: Act as the primary point of contact for any customer inquiries or issues, ensuring timely and effective resolution.
• Product Expertise: Stay up-to-date with the latest features and updates of our CRM SaaS platform, and communicate these effectively to clients.
• Customer Advocacy: Represent the voice of the customer internally by providing feedback to our product and development teams to drive continuous improvement.
• Churn Reduction: Monitor customer health scores and take proactive steps to address any concerns that could lead to customer churn.
• Reporting & Analysis: Track customer success metrics, prepare reports on customer engagement, and provide insights for improving customer experience.

Qualifications:

• Experience: 2+ years of experience in a customer success role, preferably in the SaaS industry with a focus on CRM solutions.
• Technical Skills: Proficient in CRM platforms and SaaS solutions. Ability to quickly learn and explain technical concepts.
• Communication: Excellent verbal and written communication skills with the ability to clearly convey complex information to a variety of audiences.
• Problem-Solving: Strong analytical and problem-solving skills with a customer-centric approach.
• Relationship Building: Proven ability to build and maintain strong, long-lasting customer relationships.
• Team Player: Ability to work collaboratively within a team environment while also being able to work independently when needed.
• Education: Bachelor’s degree in Business, Marketing, Communications, or a related field preferred.

If this Customer Success Specialist role sounds like the ideal position for you, please apply or alternatively, if you have someone in your network who is the perfect fit for this Customer Success Specialist role, let me know! Primis offer a competitive referral scheme for all candidates successfully placed. Research indicates that men will apply to a role when they only meet 50-60% of the descriptions, however, when looking at women and other minority groups, they can look for up to a 99% match in order to apply to a role. If you feel you are a fit for our role, please still apply, don’t worry if you don’t tick every single box. We’d still love to hear from you. We encourage underrepresented talent to apply to all our roles & support accessibility needs’.