Azeus Systems Limited Customer Success Specialist

Customer Success Specialist

Azeus Systems Limited

面議

混合办公 - 巴石1-3 年經驗專科全職

簡介

As an Azeus Convene Customer Success Specialist, your will be the dedicated Account Manager for your assigned customers, overseeing their entire journey as serving as the intial point for escalation. You will work closely with our dedicated Sales, Marketing, and Support teams to drive customer engagement, retention, and expansion. You will ensure customers are fully utilizing Convene both during post-sales implementation. Reporting to the Head of Customer Success in Europe, you will be responsible for the onboarding, growth, customer relationship management, and retention of your allocated accounts.

Additionally, you will proactively engage with existing customers to help them derive maximum value from Convene, while identifying opportunities for upselling based on data-driven insights. Your goal is to build strong, lasting relationships that drive customer satisfaction, loyalty, and long-term success.

Requirements

Role and Key Responsibilities

Customer Engagement & Retention

Organize and host customer webinars to share best practices, showcase new features, and demonstrate real-world applications of Convene
Actively contribute to LinkedIn groups, fostering discussions and encouraging knowledge-sharing among customers
Analyse customer feedback from webinars, LinkedIn groups, and direct interactions to identify trends and improvement areas
Ensure customers receive continuous training and guidance to maximize their use of Convene, improving retention rates
Engage regularly with existing customers to successfully guide them through the implementation process from start to finish, putting the customer at the heart of everything you do to ensure success

Strategic Upselling & ABM Approach

Conduct regular customer usage analysis to assess how customers interact with Convene and identify opportunities for expansion
Work with Sales and Marketing to implement a "few-to-few" Account-Based Marketing (ABM) approach, tailoring upsell recommendations based on the purchasing behaviour of similar customers
Provide customer success reviews to highlight underutilized features and suggest add-ons that align with business needs

Operational & Reporting Responsibilities

Engage with existing customers via email, phone, remotely and, if required, on site, providing responses to their requirements on a proactive and timely manner
Develop customer success reports, tracking engagement levels, feature adoption, and potential upsell opportunities
Produce blog content on new and existing Convene features, showcasing how customers can enhance their usage
Update and manage HubSpot CRM, ensuring accurate records of customer interactions and upselling potential
Attend conferences and exhibitions to engage with both prospective and existing customers.

Required Skills & Qualifications

Strong communication and interpersonal skills, with the ability to build long-term customer relationships
Experience in customer success, account management, or sales within a SaaS or technology-driven environment
Ability to analyze customer usage data and translate insights into actionable retention and upsell strategies
Proficiency with CRM tools such as HubSpot and familiarity with ABM methodologies is a plus
Experience with webinar hosting, content creation, or community engagement is desirable