CUSTOMER SUCCESS REPRESENTATIVE

In conjunction with the Customer Success Manager, you will be responsible for developing and maintaining strong relationships with assigned customers to ensure high levels of customer satisfaction. This will include engaging with new and existing customers to ensure a positive customer experience.

ABOUT SOFTCO:

SoftCo is a fast growing global Procure-to-Pay (P2P) and Accounts Payable (AP) Automation SaaS company and we are looking for motivated, dynamic and collaborative people to be part of our exciting journey. Our AI-powered Automation technology is transforming how companies manage their Procure-to-Pay processes, improving efficiency, reducing fraud and ensuring compliance.
With 34 years’ experience, SoftCo adopts a customer-centric approach and ranks highest in independent customer satisfaction surveys. We are proud that all our projects are successful, and that our market-leading technology makes a real difference to our customers and their organizations. We operate from offices in the US, Finland, UK, Kosovo and Ireland. We have over a million users worldwide including Volkswagen, Patagonia, Primark, Logitech and all 80 departments of the Finnish Government.

CUSTOMER SUCCESS REPRESENTATIVE – YOUR ROLE:

In conjunction with the Customer Success Manager, you will be responsible for developing and maintaining strong relationships with assigned customers to ensure high levels of customer satisfaction. This will include engaging with new and existing customers to ensure a positive customer experience. The role holder will also provide help, guidance and coaching to the customer to improve their SoftCo10 utilisation and satisfaction.

YOUR RESPONSIBILITIES:

• Assist in the management and development of long-term business relationships with SoftCo customers by understanding their business goals and responding to their requests.
• Be a point of contact for customers and work closely with the Customer Success Manager, Customer Services and Product Development teams to manage customer escalations (e.g., queries, issues, feature requests, improvements).
• Become an expert in our products/services and stay up to date with product enhancements, act as a consultant and share best practices with customers.
• Proactively engage with customers to conduct customer reviews/health-check meetings and obtain feedback, review product usage and adoption, present new features and enhancements and identify upsell opportunities for Sales.
• Help monitor customer satisfaction through available metrics and assessment and carry out follow-up actions as necessary.
• Use insights and data to prepare reports and analysis about customer satisfaction levels, reported issues, use cases and requirements and recommend actions to the Customer Success Manager and Senior Management Team.
• Ensure adherence to company policies and compliance standards at all times.
• Maintain professional standards at all times, both internally and externally at meetings and demonstrations
• Deliver other ad-hoc duties as required.