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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
About The Role:
As the Customer Support Specialist for OnLocation PPM, you will be a product expert and trusted advisor in guiding customers through various communication channels, including our support ticketing system (Salesforce), email, phone, and video conferencing. You will collaborate with customers in APAC to build strong relationships, ensuring that the customers fully utilize their OnLocation account. You will actively work to maintain the customer’s satisfaction and continued business by providing support and guidance throughout their customer lifecycle, ultimately aiming to increase retention and drive account expansion.
The ideal candidate will be professional, self-motivated, proactive, and results-oriented, dedicated to delivering high levels of customer satisfaction through world-class customer success services.
Responsibilities:
- 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
Required Skills, Abilities and Qualifications
- 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.
Benefits:
- 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!
About the Business:
MRI Software delivers innovative applications and hosted solutions that free real estate companies to elevate their business. Our flexible technology platform, along with an open and connected ecosystem, allows us to meet the unique needs of real estate businesses, from property-level management and accounting to investment modeling and analytics for the global commercial and residential markets. With over five decades of expertise and insight, we have grown to include offices across the United States, the United Kingdom, Hong Kong, Singapore, Australia, South Africa, New Zealand, Canada, and India, with thousands of team members to support our clients and their unique needs! MRI is proud to be an Equal Employment Opportunity employer.
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