Customer Success Graduate Specialist

ELCA Information Technology Ltd.; Pully; Remote; CHF 90,000 - 130,000; Full time

Benefits offered by this job

Professional development

Exposure to latest technologies

Flat hierarchies

Cross-functional teamwork

Customer engagement

Supportive culture

Job summary

SECUTIX is expanding its Customer Success team in French-speaking Switzerland to help customers maximize value from the platform. You will support Customer Success Managers and guide SECUTIX customers to achieve higher levels of success.

The role requires proven experience as a trusted advisor, strong relationship-building and a customer-focused mindset. You will collaborate with Product, Professional Services, Sales and Marketing to drive adoption and upsell opportunities.

Qualifications

• Proven track record of establishing yourself as a trusted advisor to customers.
• Ability to build and maintain strong long-term relationships with customers and colleagues.
• Excellent written and verbal presentation skills.
• Excellent grasp of technology products and ability to learn new tools quickly.
• Strong analytical skills. Ability to process and interpret customer information to help drive adoption.
• Has handled difficult customers or situations and can demonstrate resolutions.

Responsibilities

• Build and manage strong relationships with internal Customer Success team within French-speaking Switzerland and across other GEOs.
• Enable Sales and Professional Services on cross-sell and up-sell opportunities.
• Support Customer Success Managers to help customers fully leverage the SECUTIX platform.
• Provide SECUTIX platform program/release management best practices.
• Promote awareness and drive utilization of the latest SECUTIX innovations.
• Evaluate how customers manage their SECUTIX investment and identify efficiency and effectiveness gains (processes & tools).
• Increase the ROI customers get from SECUTIX.

Skills

Relationship building

Communication skills

Presentation skills

Technical knowledge

Analytical skills

Customer focus

Education

Graduate degree

Tools

SaaS ticketing

CRM/Marketing Cloud

Job description

Mission and responsibilities

Being a Cloud Computing company, SECUTIX understands the importance of Customer Success. That is why, as we are growing our customer portfolio, SECUTIX is now expanding our Customer Success team. This team works alongside our Product, Professional Services, Sales and Services teams to help customers achieve even higher levels of success.

We are looking for a qualified individual contributor as aCustomer Success Specialist. Working as part of the Customer Success team you will provide support to our Customer Success Managers and guidance to identified SECUTIX customers. This guidance is designed to increase the value customers get from the SECUTIX platform by ensuring their needs and expectations are met, and helping our customers get the most of our solution to grow their business.

The SECUTIX Customer Success team is a group of strategic consultants that know how to identify areas of improvement and have the consulting background to be able to drive progress.

Candidates should have technology related delivery, implementation and consulting experience.

Relationships:

• Build and manage strong relationships with internal Customer Success team within French-speaking Switzerland and across other GEO’s
• Build and foster relationships with customers at multiple levels to resolve issues and identify business opportunities
• Share success stories externally to help build the SECUTIX brand awareness with support of the marketing and communications teams.

Commercialisation:

• Enable Sales and Professional Services on cross-sell and up-sell opportunities

Engagement:

• Support Customer Success Managers to help customers fully leverage the SECUTIX platform
• Provide SECUTIX platform program/release management best practices

• Promote awareness and drive utilisation of the latest SECUTIX innovations

  Measurement & Evaluation:

• Evaluate how customers manage their SECUTIX investment & identify efficiency and effectiveness gains (processes & tools)

  Increase the ROI customers get from SECUTIX

What we offer

• A stimulating and professional working environment in a dynamic team with extensive expertise
• Exciting projects using the latest technologies
• Flat organisational hierarchies and cross-functional teamwork
• Close contact with customers in a creative industry
• A supportive culture with excellent opportunities for professional and personal training and development

About your profile

• Proven track record of establishing yourself as a trusted advisor to customers
• Ability to build and maintain strong long-term relationships with customers and colleagues
• Excellent written and verbal presentation skills
• Excellent grasp of technology products and ability to learn new tools quickly
• Strong analytical skills. Ability to process and interpret customer information (product utilisation data and custom requirements) to help drive adoption
• Has handled difficult customers or situations and can demonstrate resolutions
• A good awareness & understanding of the Sports, Entertainment & cultural sectors
• A graduate level education.

Your Work Experience

• Proven 0–3 years’ work experience demonstrating your ability to support customers in an IT service company
• Hands on experience with SaaS ticketing and/or a CRM/Marketing Cloud solutions
• History of success as a consultant, technical account management, or equivalent