Location - Sydney, Australia

Function - Customer

Department - Customer Success

Working Pattern - Hybrid 

Benefits – Benefits and Rewards

DEI -  DEI Strategy Launch

Salary - this will be discussed at the next stage of the process, if you do have any questions please feel free to reach out.

To enhance customer satisfaction and loyalty by ensuring seamless onboarding, providing comprehensive training, and proactive engagement to maximise product adoption and utilisation. This role is pivotal in building strong relationships, offering dedicated support, and advocating for customer needs internally, while utilising insights from usage analytics to drive continuous product and service improvement. The goal is to align customer success with our strategic objectives, fostering long-term partnerships that contribute to mutual growth and success.

• Onboarding: Guides new customers through the initial setup and product adoption process, ensuring they understand its features and value proposition.
• Proactive Engagement: Maintains regular communication, proactively identifying customer needs and challenges before they escalate into issues
• Relationship Building: Fostering trust and positive rapport with customers, becoming their point of contact for all product-related matters.
• Training & Education: Providing ongoing training and resources to help customers maximize the product's potential and achieve their desired outcomes.
• Usage Tracking & Analysis: Monitoring customer activity and engagement, identifying areas for improvement and recommending optimization strategies.

• Organizational Skills: Efficiently manage multiple tasks and customer interactions while maintaining accurate data records.
• Analytical & Problem-Solving: Interpret data, identify trends, and develop effective solutions to enhance customer outcomes.
• Time Management: Prioritize tasks efficiently, addressing customer needs with urgency and focus.
• Communication & Engagement: Exceptional written and verbal communication skills, ensuring proactive and personalized customer interactions.
• Customer-Centric Approach: Actively listen and analyze data to tailor solutions that meet customer needs.
• Proactive Issue Resolution: Anticipate challenges, monitor customer health metrics, and implement preventive measures.
• Retention & Growth: Play a key role in retention by demonstrating ongoing value, managing renewals, and minimizing churn.
• Upsell & Cross-Sell: Identify opportunities to expand customer relationships through additional products or services.

About Ideagen

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.

What is next?

If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps.

To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at recruitment@ideagen.com. All matters will be treated with strict confidence.

At Ideagen, we value the importance of work-life balance and welcome candidates seeking flexible or part-time working arrangements. If this is something you are interested in, please let us know during the application process.

Enhance your career and make the world a safer place!