Customer Success Representative

Who are you?
You are a proactive and enthusiastic Customer Success Representative who is dedicated to ensuring our clients achieve their goals with our products. With a background in customer service and account management, you excel at building relationships and solving problems. Your strong communication skills and empathetic approach make you an essential part of our team, helping clients maximize their success. Your focus will be on fostering long-term relationships, driving product adoption, and ensuring customer satisfaction and retention.

Who are we?

We are Allsop, a leading provider of cloud-based business technology solutions for over 20 years. Our mission is to make working lives better for our clients worldwide by delivering innovative web and mobile solutions that break through technology barriers. Our team of committed professionals plays a crucial role in supporting our clients and enhancing their experience with our products. As we continue to grow, we are looking for proactive individuals who share our passion for customer success.

What will you do?
You’ll work closely with our customers to provide exceptional support and ensure they derive maximum value from our solutions. Strong communication skills and a customer-first mindset are essential. Your responsibilities will include:

• Responding to customer inquiries via email, chat, and phone in a timely and professional manner.

• Troubleshooting and resolving customer issues, ensuring a positive experience.

• Documenting customer interactions and feedback in our CRM system for future reference.

• Building and maintaining strong relationships with clients to understand their needs and goals.

• Collaborating with product and implementation teams to escalate and resolve technical issues.

• Conducting follow-ups with customers to ensure their issues are resolved and they are satisfied with our solutions.

• Assisting in the creation of support documentation and resources to enhance customer self-service options.

• Collaborating with the sales and marketing teams to identify opportunities for upselling and cross-selling additional products and services, as well as case studies and testimonials.

• New and renewing customer activities such as onboarding and contract communications.

What will you have?

• 1+ years of experience in customer success, account management, or a related field.

• Strong communication skills, both written and verbal, with a focus on customer satisfaction.

• Excellent problem-solving abilities and a proactive approach to resolving issues.

• Familiarity with CRM software and support ticketing systems.

• Ability to work well in a team environment and manage multiple priorities and deadlines effectively.

What might you have?

• Experience in a SaaS environment.
• Knowledge of customer success metrics and KPIs.
• Experience with PSA or support desk tools like Autotask, Zendesk, or similar platforms.
• Knowledge of technical troubleshooting for software applications.
• Understanding of basic coding (such as JavaScript or SQL) concepts, cloud services, or other technical skills that may assist in troubleshooting.
• Certification in service management practices (such as ITIL or similar).
• A passion for technology and a desire to learn about our products and services.