Customer Success Manager at Oneflare

Full time, Sal_Outbound, Australia (either HO in Sydney or remote), New South Wales sydney remote support full-time
Posted 7 months ago

About Oneflare: 

Oneflare connects high-quality Australian businesses with customers who need them. With over 300 categories, from plumbers and electricians to pet groomers and interior designers or Law firms to Accountants, we match customers’ job requests with personalised quotes from local experts, simplifying the hiring process for customers while increasing businesses ability to win more work.  We are a collection of creatively minded, hard-working people who are passionate about Oneflare and being part of its continued growth and success. We exist to help great businesses find the customers they need, via a collection of growing brands which includes Oneflare, UrbanYou, TidyMe, Sorted, Wedding and Word of Mouth.  

We have a simple set of values; be Brave, be Smart and Give a Shit - It’s all we ask!

Role Specifics

Reporting to the Business Coach Team Leader you will be responsible for the successful on boarding of newly acquired Oneflare subscription customers. As such your role will be vital in securing the long term subscription of those new clients ensuring the proper use of our platform and app and maximizing their profile ranking to empower them to win more business and use Oneflare as their main source of leads. A positive on boarding experience will confirms that your customers made the right choice and will ultimately stay with Oneflare for a longer subscription period. Equally, as a customer facing employee your feedback will be extremely valued to both our Product and Marketing Teams in understanding client’s satisfaction and journey experience.

Your duties will include

  • Ensure every new Oneflare customer is on boarded and reach a profile score that will enable them to confidently bid for business and win quotes.
  • Identify clients struggling with our process and representing a risk of cancellation.
  • Work closely with the Business Coach to articulate value proposition and strategy to maximize the 1st few months of subscriptions.
  • Achieve a set the KPI such as number of clients called, retention target etc… set by your manager
  • Work closely with both Business Coached and Sales Consultants to ensure smooth transition between new sales and account management.
  • Assist the Business Coaches in collecting failed automatic payments of existing accounts.
  • Assist clients in understanding the Oneflare value proposition and plans options. 
  • Assisting the Business Coaches with various time specific campaigns 
  • Collecting referrals from businesses when possible

Skills and Experience

  • Experience in business, customer service, marketing, or any other closely related fields
  • 6 months to 1 year proven successful experience in phone-based sales delivering client-focused solutions
  • Ability to present and influence key stakeholders from a variety of industries online.
  • Experience with CRM such as Salesforce, or HubSpot and MS Office or Google suite.
  • Ability to juggle multiple deadlines, while maintaining good attention to detail
  • Excellent listening, coaching & presentation skills
  • Strong verbal and written communication skills.
  • Ability to articulate a clear message and sought outcomes over the phone and with the use of online tools such as Zoom, Google Meet, Skype etc…
  • Strong organisational and time management skills
  • Team player, energetic, competitive but supportive of others.

More about our benefits

  • Join an engaged team and play a vital role in the accelerated growth of the organisation 
  • Join a company that offers career progression and promotes within 
  • Casual dress code 
  • Free breakfast, fruits and drinks (bacon & egg rolls on Friday!)
  • Celebratory events to provide recognition
  • A social team culture with Friday drinks, ping pong, X-Box and PlayStation 
  • A great office and excellent location in Sydney CBD close to Wynyard station and Barangaroo with views of Darling Harbour