Remote Customer Success Specialist

Placements24; Kempton Park; Remote; ZAR 240,000 - 420,000; Full time

Job summary

Placements24 is seeking a Customer Success Specialist to join a fully remote team. Based in South Africa, you will manage a portfolio of retail clients, guide onboarding, and provide ongoing support to ensure maximum value from our retail platforms.

You will work with sales, product, and support teams to resolve issues, conduct regular reviews, and identify opportunities to expand accounts, all while advocating for customers and contributing to knowledge base resources.

Qualifications

• Proven experience in customer success.

Responsibilities

• Manage a portfolio of retail clients, acting as their trusted advisor and primary point of contact.
• Onboard new clients, ensuring a smooth and successful integration of our retail platforms.
• Proactively engage with clients to understand their needs, challenges, and goals.
• Provide timely and effective support through various communication channels (email, phone, chat).
• Conduct regular check-ins and business reviews to ensure client satisfaction and identify upselling opportunities.
• Educate clients on new features and best practices to maximize their use of our solutions.
• Monitor client health and identify at-risk accounts, developing and executing retention strategies.
• Collaborate with sales, product, and technical support teams to resolve client issues.
• Gather client feedback and advocate for client needs internally to drive product improvements.
• Contribute to the development of customer success resources, such as FAQs, tutorials, and knowledge base articles.

Skills

Customer success

Job description

About the Role

Our client is revolutionizing the retail landscape and is seeking a dedicated and proactive Customer Success Specialist to join their fully remote team. Based in Tembisa, Gauteng , this role is crucial in ensuring our clients receive exceptional support and achieve maximum value from our innovative retail solutions. You will be the primary point of contact for a portfolio of retail businesses, guiding them through onboarding, providing ongoing assistance, and fostering strong, long-term relationships. This is a fantastic opportunity to work from the comfort of your own home, contributing to a company that is at the forefront of retail technology. The successful candidate will be passionate about customer advocacy, possess excellent communication skills, and have a deep understanding of the retail industry's challenges and opportunities. We are committed to building a diverse and inclusive remote workforce, offering a supportive environment where every team member can thrive.

Key Responsibilities

• Manage a portfolio of retail clients, acting as their trusted advisor and primary point of contact.
• Onboard new clients, ensuring a smooth and successful integration of our retail platforms.
• Proactively engage with clients to understand their needs, challenges, and goals.
• Provide timely and effective support through various communication channels (email, phone, chat).
• Conduct regular check-ins and business reviews to ensure client satisfaction and identify upselling opportunities.
• Educate clients on new features and best practices to maximize their use of our solutions.
• Monitor client health and identify at-risk accounts, developing and executing retention strategies.
• Collaborate with sales, product, and technical support teams to resolve client issues.
• Gather client feedback and advocate for client needs internally to drive product improvements.
• Contribute to the development of customer success resources, such as FAQs, tutorials, and knowledge base articles.

Requirements

• Proven experience in customer success,