Customer Success Associate

Azeus Systems Limited is looking for a Customer Success Specialist to be part of our growing customer relations force for our product, Azeus Convene.

Convene is a board management software for boards and senior leadership. Our award-winning board meeting software offers a comprehensive suite of tools that enhances collaboration, accelerates decision-making, and empowers governanceall in one convenient platform. With a global footprint in over 100 countries, Convene helps organizations worldwide streamline their governance processes.

Visit azeusconvene.com for more information.

Role and Key Responsibilities :

• Put the customer at the heart of everything you do to ensure success.
• Become a Convene product champion and an expert on the board management landscape.
• Deliver engaging walk-through sessions to confidently educate our customers on how to get the most from our platform.
• Assess the customer's current level of service and help them gain greater value from the solution.
• Engage regularly with existing customers both via phone and email.
• Liaise with other internal teams to help resolve customer issues raised.
• Be proactive in ensuring that customers are getting the most out of their implementation of Convene.
• Be proactive in reviewing the customer engagement behavior and adopting strategies that ensure retention

Detailed Responsibilities:

• Build and cultivate strong relationships with clients by becoming their trusted adviser and helping them maximize the Convene platform
• Engage customers in regular discussions about their subscription e.g. QBR's, goals, renewals, testimonials, etc
• Document all customer insights, feedback, and use cases
• Identify upsell/cross-sell/referral and other growth and expansion opportunities
• Report potential risk accounts and manage the risk mitigation activities.
• Follow up on customer requests, contracts, renewals, testimonials, and other relevant tasks
• Produce a list of customers to contact over a 2-week period and then provide a progress report at the end of this time.
• Update and manage Pipedrive: contacts, calls, emails, insights, risks, opportunities, etc

Qualifications:

• Open to fresh graduates / entry-level candidates and those with at least 1 year of experience in sales, customer success, or account management
• SaaS background but any IT experience would be great
• Great command of the English language

*This is for a hybrid set-up. Work tools will be provided.