Customer Success Agent (Melbourne AU)
Company Overview:
Duress is a leading provider of innovative software and hardware solutions catering to Lone worker safety. Our mission is to be the most Trusted, Reliable & Disruptive player in the personal safety and communication sector with a vision to constantly push the boundaries of what technology can offer to make people safer.
Position Overview:
We are seeking a dedicated and passionate Customer Success Agent to join our dynamic team. As a Customer Success Agent at Duress, you will play a pivotal role in ensuring our clients' satisfaction and success in utilizing our safety device solutions. Your primary responsibility will be to build strong relationships with our clients, provide top-notch support, and ensure their ongoing success and satisfaction.
Key Responsibilities:
- Engage proactively with clients to understand their needs, address inquiries, and provide guidance on utilizing our software and hardware products effectively.
- Onboard new clients, ensuring a smooth transition and comprehensive understanding of our products and services.
-Configure and dispatch of devices to customers.
- Act as a liaison between the clients and internal teams to address and resolve any issues, escalating when necessary to ensure timely solutions.
- Monitor client accounts and proactively identify opportunities for upselling or cross-selling additional products or services that align with their needs.
- Collaborate closely with the sales and product development teams to communicate client feedback, contributing to the enhancement of our offerings.
- Conduct regular check-ins with clients to assess their satisfaction levels, gather feedback, and offer solutions or improvements.
-Managing of inventory including incoming and outgoing orders.
Requirements:
- Proven experience in a customer-facing role, preferably in a software and hardware-related industry.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with clients.
- Strong problem-solving skills and the ability to navigate complex situations with diplomacy.
- Proficiency in utilizing customer support software and CRM tools.
- Understanding of software and hardware products and their functionalities.
- Ability to multitask and manage multiple client accounts simultaneously.
Preferred Qualifications:
- Previous experience in a technical support or customer success role within the software and hardware industry.
- Familiarity with [specific software/hardware products] provided by our company.
Join us at Duress and be part of a team dedicated to delivering exceptional customer experiences and driving the success of our clients through innovative software and hardware solutions!
KPI’s:
1. Customer Retention Rate: This measures the percentage of customers retained over a specific period. It reflects how successful the team is in maintaining long-term relationships with clients.
2. Churn Rate: The rate at which customers stop using a product or service. A lower churn rate indicates higher customer satisfaction and retention.
3. Time-to-Value: Measures the time taken from the customer onboarding phase to achieving meaningful product/service utilization or achieving set milestones. A shorter time-to-value indicates effective onboarding and customer success efforts.
4. Response and Resolution Time: Tracks the average time taken by the team to respond to customer queries or issues and the time it takes to resolve them. Faster response and resolution times indicate better service quality.
5. Product Adoption and Usage Metrics: Monitors how customers are using the product/service, such as feature adoption rates, engagement metrics, or frequency of usage. Higher adoption rates indicate successful implementation and customer engagement.
6. Customer Satisfaction (CSAT) Score: Measures customer satisfaction levels based on post-interaction surveys or feedback. It provides insights into the overall happiness and contentment of customers with the support and services provided.
7. Renewal Rate: Tracks the percentage of customers who renew their contracts or subscriptions. A high renewal rate reflects customer satisfaction and perceived value.