The role:

The Customer Success Associate is a key role in the success of our customers. The successful candidate will be responsible for ensuring our customers have a positive experience with our products and services. They will be responsible for:

Developing and maintaining relationships with customers

Providing technical support and guidance on Infonetica products to customer through our support desk (inbound customer support calls, emails and tickets)

Identifying customer needs and providing solutions using Infonetica products

Monitoring customer usage and providing advice on product feature

Creating and delivery customer training sessions

Providing reporting on customer data to internal stakeholders

Providing feedback to the product and development teams

Ensuring customer satisfaction and loyalty

Support project managers in implementing Infonetica products

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Core skills and experience

Excellent customer service skills

Strong problem-solving abilities

Excellent communication skills, both verbal and written

Ability to pick up technical understanding of new tools and train others in their use

Ability to work independetly and as part of a team

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Desirable skills and experience:

Experience working in a SAAS business

Experience working in a customer-facing role

Experience working in a project management role

Salary & Benefits:

Competitive salary

Superannuation

20 days annual leave

Participation in the Infonetica Bonus Plan (business and personal performance related)

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Work location:

Our office is in Chatswood, NSW (2067)

This role is offered as a hybrid working position, working a minimum of three days a week in the office (Mondays, Wednesdays and Thursdays), with Tuesdays and Fridays as optionally remote.

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