Customer Success Specialist

Job Title: Customer Success Specialist

Reports to: Professional Services Consultant

Location: Remote / Hybrid - Ireland

About us

Compliance & Risks provides global companies with the tools, insights, and expertise to build safe, sustainable products. With two decades of experience, we help monitor, assess, and prove compliance, protecting your brand and driving growth in an evolving regulatory landscape.

The company serves over 320+ global enterprise customers including: GE, Google, Nike, Amazon, Bose, Tesla, Vaillant, Unisys, Samsung and Fujitsu.

As a Customer Success Specialist in C&R, a Product-Led Growth (PLG) company, you will play a crucial role in ensuring that customers derive maximum value from our product while driving adoption, retention, and expansion. You will work in a collaborative product led environment with an international team across multiple time zones, responsible for providing comprehensive customer onboarding and support in the use of our compliance management software, with the objective of optimising customers’ levels of usage, adoption, and retention. Leveraging your excellent communication skills and passion for solving problems, you will build and maintain strong working relationships with customers.

Key Responsibilities:

• Build a strong relationship, and a reputation for excellent service, with our customers in terms of user knowledge and problem solving.
• Proactively improve our Customers experience in using our products and related products and services. Leverage the PLG model by creating a seamless in-product experience that helps customers discover value independently.
• Investigate and solve customer user queries and issues by communicating how our products/ C&R can provide solutions.

• Grow knowledge of each customer’s practices, products, and compliance processes, adapting our products to suit the customer’s needs and increasing adoption and retention of the system across the customer’s user base.
• Use analytical thinking and tools to develop strategies in support of optimal usage of our products based on customer needs.

• Create and deliver advanced training programmes and documentation for new and existing customers, based on their needs.

• Contribute to the development of an innovative and user-centric customer success structure for a dynamic and sophisticated customer base.

Experience and Qualifications:

• Bachelor's degree in Business or IT with 4-5 years experience in a fast-paced B2B customer success environment and ideally in a Product-Led Growth company.
• Ability to demonstrate technical aptitude in learning to use new software applications (CRM, ticketing, community platforms, customer behaviour and engagement platforms, project management tools etc.), data analysis and problem-solving abilities.
• Excellent verbal and written communication skills with the ability to communicate and present to senior leadership of large multinational organisation.
• An ability to lead projects from conception to completion while hitting key success metrics by leveraging internal resources.
• Experience in a compliance and regulatory environment is desirable.
• Experience in user onboarding tools and processes is a plus.

We are a diverse team in Compliance & Risks and we are committed to building and promoting an inclusive place to work for everyone. We strive to attract and retain a diverse range of people into our organization. We aim to increase the diversity of our employee base by growing our diverse talent pipeline, including partnerships with organizations like Resilient Coders, Women who code, Women in Tech. We are committed to equality of opportunity for all employees, by promoting a work environment free from bullying, discrimination or harassment. Compliance & Risks is an equal opportunities employer.