Job Description

About Us: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.Ideagen believe that by recruiting diverse and talented individuals, we create an inclusive community for all. We are committed to empowering all colleagues to maximise their potential and express their unique characteristics, experience, and knowledge to achieve their ambitions.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.Responsibilities:

• 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: Ability to manage multiple tasks and resources efficiently, keeping track of customer interactions and data in an organized manner.
• Analytical Skills: Proficient in interpreting data, identifying trends, exceptions, and insights to inform strategies and improve customer outcomes.
• Problem-Solving: Expertise in identifying customer issues quickly and developing effective solutions that align with business objectives.
• Time Management: Capable of prioritizing tasks effectively, managing time well, and addressing customer needs with a sense of urgency.
• Communication Skills: Exceptional written and verbal communication, with a passion for customer success.
• Understanding Customer Needs: Personalize solutions through active listening and data analysis.
• Proactive Engagement: Anticipate challenges, monitor health metrics, and initiate preventive measures.
• Driving Success and Value: Collaborate on success metrics, identify optimization opportunities, and advise on best practices.
• Upsell and Cross-sell Opportunities: Recognize and act on opportunities to expand customer relationships with additional relevant products or service.
• Retention Strategy - Key role in customer retention by demonstrating ongoing value and proactively managing renewals and concerns to reduce churn.

• Ambitious - Drive, Planning & Execution
• Adventurous - Flexibility, Resilience & Savvy thinking
• Community - Collaboration & Communication

Ideagen