Job Description
About client:
Established in 2016, our client has empowered thousands of people at events to connect with jobs, colleagues, investors, and more. As they embark on a journey of rapid international expansion, they take pride in providing the world’s smartest event app, designed to prioritize networking. To date, they have digitally transformed thousands of events across 50+ countries worldwide.
Job Role:
We are looking for a Customer Success Specialist to deliver outstanding experiences for our client’s customers in the US market. In this role, you will build trust, offer expert guidance on our client’s innovative software, and nurture long-term customer relationships to enhance value and satisfaction. Working remotely alongside a dedicated team in the USA (EST) time zone, you’ll play a key role in driving customer success and ensuring exceptional service.
Core Duties:
- Helping customers hold winning events - You will get full ownership of your customer portfolio, and your primary KPIs will be to ensure customers’ event success and drive customer retention. To do this, you will:
- Run onboarding and consulting sessions with customers via Zoom & Google Meet.
- Master the platform to provide creative, business-related, and technical solutions to customer inquiries.
- Collaborate with event organizers to establish goals and key performance indicators (KPIs), actively guiding them to achieve their business and event objectives.
- Build strong relationships with customers by understanding their team & business goals, sharing best practices, offering industry insights, and providing proactive support to ensure their success.
- Identify common customer challenges and work with the team to proactively address them.
- Actively help us retain and expand your customer portfolio. To do this, you will:
- Collaborate with Key Account Managers to contribute to retention and account expansion goals.
- Regularly use our HubSpot CRM, adhering to CRM guidelines and maintaining a systemic, data-focused approach in all customer success activities to help build a comprehensive profile of customers.
- Additionally, you will serve as a brand ambassador for the platform, representing its value to customers while fostering long-term relationships.
Key Requirements:
- Exceptional spoken and written English, able to advise native and non-native speakers effectively.
- Experience in working as a Customer Success Manager is a strong advantage.
- Ability to work in the USA (EST) time zone.
- Strong interpersonal and technical communication abilities, guiding customers through complex situations.
- Proven experience in customer-focused roles, preferably in international settings (events or SaaS is a bonus).
- Marketing or event management experience is highly advantageous.
- Quick learner with strong technical skills to address challenges effectively.
- Efficient time management, handling multiple tasks in a fast-paced environment.
- High energy, emotional intelligence, enthusiasm, and team collaboration.
- Thrives in dynamic environments, exceeding targets and contributing to growth.
- Start-up or high-growth environment experience is a plus.
Apply Now
Interested candidates please email your resumes to careers@aficorp.lk. Please state the job role you are applying for as the subject.
No: 1B, Dharmaraja Mawatha, off Alfred House Avenue, Colombo-03.
Contact: +94 11 779 0010
Web: https://www.aficorp.global