Customer Success Specialist

Job Title: Customer Success Specialist
Hours: Monday-Friday 14:00-22:30//15:00-23:30
Location: Cape Town, Tyger Valley
Working Pattern: Hybrid

At Resume Library, we have a simple vision: to help the world to work and we are looking for exceptional and talented people to help us realise this vision in both UK and overseas markets.

We are in a period of accelerated growth, following a year of key strategic acquisitions and significant investment across all parts of the business from Tech and Data to People and HR, there’s never been a more exciting time to join us or a better place to grow your career!

The Role

We are currently looking for a client-centric, motivated and enthusiastic Customer Success Specialist to join our Customer Success team. You will be responsible for building strong relationships with your clients, helping them succeed and ensuring they are satisfied with our product and service. This role requires exceptional communication skills, a proactive and solution-orientated approach and the ability to identify opportunities to aid client growth and engagement.

Responsibilities:

• Act as the primary point of contact and develop strong relationships with your clients
• Regular communication via a variety of channels to provide support and assist with any queries
• Guiding your clients through the onboarding process, including delivering personalised training sessions to help them achieve optimum results
• Proactively reviewing your client’s accounts, ensuring that clients gain maximum value from all aspects of the platform to achieve the best results
• Driving product adoption; regularly reviewing usage and developing strategies to improve product adoption and consumption
• Complete performance reviews with your clients via Teams, using data to highlight trends, improvements and other insights
• Identify upsell opportunities and collaborate with our Sales teams to maximise client value
• Working collaboratively with other departments to resolve issues efficiency, improve client experience and retention

Essential:

• Previous B2B customer success or account management experience in a professional, fast-paced environment, with a proven track record working towards targets or deadlines
• A positive attitude with the ability to have engaging conversations and to communicate with empathy, integrity and confidence
• Excellent written and verbal communication skills
• Demonstrable interpersonal skills, including active listening
• Strong problem-solving abilities and a proactive attitude
• Data-driven and the ability to provide actionable insights to aid client performance
• Commercially driven with demonstrable experience of adding value to assigned accounts
• Able to multi-task and prioritise effectively, with a high level of attention to detail
• IT literate, including MS office with the ability to navigate multiple systems competently, with ease
• Education level – minimum Matric Grade 12

Desirable:

• Experience working with the UK or US markets

We are actively committed to promoting a fully diverse and inclusive workforce and we welcome applications for this role from all candidates who meet the key requirements.

Please do not hesitate to get in touch should you require any reasonable adjustments to assist with your application.