Customer Success Specialist

Hire Resolve; Centurion; On-site; ZAR 420,000 - 660,000; Full time

Job summary

A leading geospatial services provider is seeking a Customer Success Specialist based in Centurion, South Africa. This role involves training customers on geospatial products and providing after-sales technical support. Candidates should have a degree in surveying and a minimum of 4 years of relevant experience. The ideal candidate will possess excellent communication skills and the ability to troubleshoot technical equipment. A competitive salary is on offer based on experience.

Qualifications

• Minimum of 4 years proven field service/support experience.
• Experience in the Geospatial industry will be an advantage.
• Must have own vehicle.
• Experience working with Scanning and scan data sets (point clouds).
• Understanding of relevant industry/applications/solutions/customer requirements/market developments and needs.

Responsibilities

• Prepare and facilitate technical product training for customers.
• Resolve product/solution issues and provide technical customer support.
• Conduct quality control of products dispatched to customers.
• Log issues, provide reports, and manage field dispatch schedule.
• Support internal sales and implementation teams with technical input.
• Assist with technical presentations at launches and seminars.
• Quality control of products/solutions dispatched to customers.

Skills

Excellent communication skills

Problem solving ability

IT proficiency

Ability to troubleshoot and repair equipment

Conceptual analysis

Education

Degree/Diploma in surveying

Tools

CRM software

Microsoft Office

Job description

An established company that offers advanced geospatial products and services is looking for a Customer Success Specialist to join their team. The Customer Success Specialist is responsible for taking ownership of training and after sales technical support to customers on all relevant geospatial products and solutions and works closely with the rest of the Technical Support team as well as the Sales team and Segment Managers/product specialists, in order to ensure customer success.

Responsibilities

Product Training

• Prepare for customer training through completing a needs analysis of the end users being trained, and compiling training material and agenda accordingly.
• Facilitate technical training to all customers and product end users, on newly acquired products or product upgrades as per company standards.
• Continuously build and expand on own product knowledge.
• Assist with internal training from time to time.

Technical Support

• Resolve any reported product/solution issues or malfunctions through following proper diagnostic/troubleshooting steps, as well as standard procedures and protocols, to identify and understand the problem and provide suitable solutions.
• Continuously provide optimal technical customer support whether through field visits or telephonic.
• Ask customers targeted questions during telephonic support to identify the root of the problem.
• Talk customers through suitable/applicable steps and actions to resolve issues when providing telephonic support.
• Ensure all product/solution/customer issues are properly logged, provide timely reports and manage own field dispatch schedule.
• Continuously build supportive customer relationships.
• Provide technical support to internal staff involved in the sales (i.e. pre‑sales support) and implementation of relevant products/solutions.
• Assist with technical presentations at OPTRON product launches and seminars.

Quality Control

• Ensure quality control of all products/solutions dispatched to customers.

Requirements

• Degree/Diploma in surveying
• Minimum of 4 years proven field service/support experience.
• Experience in the Geospatial industry will be an advantage.
• Must have own vehicle.
• Experience working with Scanning and scan data sets (point clouds).
• Understanding of relevant industry/applications/solutions/customer requirements/market developments and needs.
• Understanding of solutions implementation and service level support best practice.
• IT proficiency (Knowledge of CRM software & Microsoft office).
• Understanding the industry, market developments & needs.
• Ability to troubleshoot, repair, test and service technical equipment.
• Excellent communication skills (verbal & non‑verbal) to provide technical help.
• Conceptual ability to analyse, interpret & offer customised solutions.
• Problem solving ability.
• Reliability regarding services offered/promised to customers.

How To Apply

• Contact Hire Resolve today for your next career‑changing move.
• Our client is offering a highly competitive salary for this role based on experience.
• Send your CV to: [e-mail] or connect with Sonique Beetge via LinkedIn.
• Alternatively, you can also contact me directly at Hire Resolve: [e-mail].
• We will contact you telephonically in 3 days should you be suitable for this vacancy. If you are not suitable, we will put your CV on file and contact you regarding any future vacancies that arise.