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Client Success Specialist - Part Time Fixed Term Contract
Posted on March 12, 2025
- Wellington City, New Zealand
- No Salary information.
- Part Time

- Build and foster strong relationships with your portfolio of APAC based customers to minimize churn and contraction and drive expansion.
- Develop a deep understanding of the customer's business and technical objectives, collaborating with them to build a strategic joint success plan.
- Develop and apply domain/technical knowledge of the OnLocation application to proactively support customer's success plan.
- Engage regularly with customers based on our touchpoint framework.
- Proactively analyze customer’s product usage data and take necessary actions to mitigate risk, improve product adoption, business value outcomes and reduce churn.
- Regularly assess, plan, and document your customer’s success journey with SalesForce
- Collaborate Across Teams: Partner with the Channel team Finance, Support and Development to deliver seamless and impactful customer experiences.
- Deliver Value: Provide personalized recommendations, lead product demonstrations, Paid trainings, and host webinars to guide customers through their journey.
- Showcase Product Expertise: Develop a deep understanding of OnLocation and its advanced features, enabling you to help customers optimize their use of our tools.
- Create Scalable Resources: Develop content like video tutorials, best-practice guides, and email campaigns to support customer success at scale.
- Support the Channel Partner team in managing APAC lead passing and APAC partner renewals.
- Resolve client issues promptly by working closely with internal teams, such as Support and Development.
- Monitor client satisfaction through regular feedback collection and make recommendations for service improvements.
- Help clients understand technical details and guide them through complex processes in simple, clear language.
- Prepare and present reports on customer feedback and project outcomes to identify trends and areas for improvement.
- Identify opportunities to enhance the customer experience and work on strategies for customer retention and growth
- Familiarity with a CRM solution, with knowledge of Salesforce preferred.
- Expertise in Microsoft Office Suite.
- Basic understanding of SaaS solutions and sales.
- 2+ years of relevant work experience in customer-facing Customer Success, and Account Management.
- 3-5 years of experience in customer service, account management, or a client-facing role (experience in SaaS sales or support).
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical clients.
- Strong interpersonal skills with the ability to build and maintain positive client relationships.
- Highly organized and detail-oriented, with the ability to manage multiple tasks and projects simultaneously.
- Problem-solving skills, with the ability to handle challenging situations and resolve client issues effectively.
- Proficiency with CRM software (e.g., Salesforce, HubSpot) and other customer success tools is a plus.
- A customer-first attitude and a commitment to ensuring client satisfaction.
- Highly organized and detail-oriented, with the ability to manage multiple tasks and projects simultaneously.
- Problem-solving skills, with the ability to handle challenging situations and resolve client issues effectively.
- Proficiency with CRM software (e.g., Salesforce, HubSpot) and other customer success tools is a plus.
- Hybrid Working Model (2x days in the office, 3x days work from home)
- Being digital first doesn’t mean we’re digital only. You’ll also have the flexibility to join us at a MRI Software workspace in one of our MRI Software offices in Auckland, Wellington, or Christchurch.
- 16 hours Flexi AnyDay to help you enjoy the balance between work and life!
- Engaging, fun & inclusive culture: check out the MRI Software APAC Insta feed and stories!
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