Customer Success Agent at Neto

Full-Time, Customer Success, Australia, Queensland support full-time
Description
Posted 27 days ago

We’re Maropost, Canada’s 4th fastest growing tech company as named by Profit 500!  Our Software as a Service Marketing Cloud technology provides organizations with a single platform to connect with customers via marketing automation, mass and transactional email, social media, mobile messaging, landing pages, and ecommerce.  

  

Maropost is on a mission to revolutionize the way marketing and e-commerce automation work together. By providing companies with Marketing Cloud and Commerce Cloud, Maropost allows B2C organizations to streamline their audience engagement, customer acquisition and revenue growth. The company serves customers across multiple channels, such as email and mobile/SMS marketing automation and e-commerce, while providing unparalleled inbox deliverability, advanced reporting and industry-lead ing audience building and customer journeys. Maropost  is used by thousands of brands worldwide! 

 

Find out more about what we do and the customers we work with at www.maropost.com 

 

We are looking for a customer centric Customer Success Agent, to join our team in Australia to work on the Maropost Commerce Cloud product. 

 

The Position  

 

The Customer Success Agent will be responsible for analysing the features of Maropost Commerce Cloud that a customer is using, find gaps where they’re not utilising the product to its full potential and advising them on the best way they can succeed. The customer success agent will also be responsible for proactively engaging with customers to seek growth opportunities and reduce churn. 
You will proactively maintain strong working relationships with Maropost customers through regular check-ins, acting as an escalation point for issues that impact our customers' success, and responding to retention risks and opportunities. 
You will aim to expand Maropost's adoption and retention within our customer base while ensuring customers achieve desired ROI. 

 

What you’ll be responsible for: 

 

  • Professionally manage customer relationships to ensure high customer retention, superior NPS and expanded cross sell opportunities. 
  • Proactively contact customers on a regular basis to ensure they are set up for success with Neto 
  • Identify risks to Customer success and proactively engage the Customer whenever there's an identified retention concern. 

 

Skills Required 

 

You will possess: 
 

  • A no fear approach to proactively calling customers and an ability to quickly build rapport 
  • Strong conflict resolution skills with the ability to negotiate and empathise with customers in a professional yet friendly manner 
  • The ability to identify customer retention risks and quickly/proactively work with customers and key stakeholders to find solutions to reduce churn. 
  • Excellent communication skills and a passion for building relationships 
  • Experience working in a B2B call centre/sales environment 
  • Ability to work autonomously, manage your own workload and prioritise effectively. 
  • A passion for continuous learning 

 

Bonus Skills: 
 

  • Experience with salesforce 
  • Experience working in the retail industry/ecommerce with a solid understanding of retail operations 

 

You will be: 
 

  • Someone who enjoys going above and beyond and can motivate others to do so too 
  • A natural at developing relationships 
  • self starter who can confidently sell and retain customers 
  • Someone who has a true passion for getting the best outcome for customers 

 

A good sense of humour and a willingness to participate in our social office atmosphere is also important. 

 

What’s in it for you? 
 
You’ll not only have the freedom to make this role your own but be part of helping grow the Maropost Commerce Cloud product If you want to work with other brilliant people in an extraordinary work culture and are eager to learn (and have fun) along the way, then Maropost is the place for you! 
 
You’ll also have access to these perks  

 

  • Full flexibility to work from home, our Brisbane office or wherever in Australia makes you happy 
  • Wear what you want, every day is casual day 
  • Paid study leave 
  • An active social club with regular events  
  • A free Maropost Commerce Cloud store to live out your entrepreneurial dreams 
  • Discounted health insurance  
  • A focus on Health and Wellness 
  • Office Espresso and Friday beers 

 

Keen? 
 
If it sounds to you like we’d be a match, we’d love to meet you! Apply today with a cover letter, resume and examples of previous work.  
   
Applications will be treated as strictly confidential. 
   

 

Individuals seeking employment at Maropost are considered without regards to race, colour, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status. Accommodations are available on request for candidates taking part in all aspects of the selection process.