Support customer success by maximizing client outcomes through effective communication and collaboration across departments.
About this role
Geniee's marketing SaaS business is hiring a leader candidate for Customer Success (Tech Support) on GENIEE CHAT, a chatbot and live-chat customer-communication tool, or GENIEE ENGAGE, a remarketing tool against form drop-off and abandoned carts. Customer numbers for GENIEE CHAT are growing quickly, and the team needs people who can bring out the products' value for clients.
The person works to maximise client results, resolve problems and raise satisfaction, carrying planning and proposals through to execution, operation and improvement cycles. Duties include planning and supporting use to raise client conversion, loyalty measures, answering client questions, onboarding new customers, improving the team's service and operations, collecting customer feedback for product improvement, and turning client requirements into specifications with the development team. Over the medium term the person also manages the team, tracks its KPIs and reports to management. Engineering experience is not required.
Applicants need about two years in one of: customer success; technical or product support for SaaS or IT products; account sales of intangible products; or ad operation combined with customer communication. Team management and building a customer-success organisation are preferred.
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