Build customer relationships to effectively understand their problems and identify ways Bizimply can solve their problems
Adopting a consultative upselling approach to engage with customers, demonstrating how specific product features can address their challenges, improve efficiency, and drive additional value for their business
Manage and execute the renewal cycle for your Book of Business.
Anticipate customer needs based on personas/feature use/business type
Manage feature requests. Work cross functionally with our Product team to solve our customer problems
Educate customers on basic product training, creating training materials and videos that help new customers use Bizimply to its fullest potential
Proactively track requests and commonly occurring issues, identifying and reporting software bugs to the appropriate teams
Develop and execute a proactive renewal strategy to maximise customer retention and revenue growth by developing personalised renewal plans for each client

Over 2+ years previous experience in a customer success role, ideally in SAAS
Previous experience working in hospitality/retail
Strong written and verbal communication skills
you will be the main point of contact for customers and being able to communicate clearly and effectively addressing customer questions and concerns is key
Experience working or interacting with various web and mobile apps with the ability to effectively troubleshoot customer issues
Resilience and resourcefulness using tools at your disposal and find the best approach to solving problems, leveraging strong attention to detail
Ability to learn quickly and stay up to date on new features and product releases,
Curiosity to learn new things and take on new challenges
Take ownership of contact with customers and ensure all necessary steps (investigation, troubleshooting, education, and communication are completed with both the customers and the applicable internal teams
The ability to put yourself in the customers’ shoes to fully understand their point of view and address their needs

Customer Success Manager

Key skills