Customer Success Specialist – APAC
At Krux, Innovation Happens Together, by being a true partner to our customers, by valuing collaboration and teamwork, and by including a diversity of industry and life experience.
As a Customer Success Specialist located in our Australia office, you will be at the forefront on our customers experience. You will change the way people see customer service - we are genuinely helpful and easy to talk to. No shortcuts, just great service, every time. You will work with a team that is self-motivated to solve problems, excited to learn and be challenged, and likes to have a little fun.
Who Are We?
Krux builds innovative SAAS solutions for the mining industry. We empower our customers to make better decisions through real-time data management and analytics. Understanding our customer's needs and the ability to solve their problems is what sets us apart. Krux, founded in 2016 and headquartered in Calgary, Alberta, has global reach. We support client's operations on every continent (well, except Antarctica).
What You Will Do
Customer Onboarding
- Coordinate with the sales team on new clients to ensure a smooth transition to onboarding including leading implementations.
- Act as a technical subject matter expert on KruxMetrix and KruxLog, empathetically guiding users through the use and optimization of the system with their data.
- Conduct training sessions to educate customers on existing and new features and best practices while understanding their specific needs.
Relationship Management
- Establish and maintain long lasting relationships with key stakeholders within customer organizations.
- Respond to customer queries in a timely and accurate manner, via phone, email or chat.
- Act as a trusted advisor, understanding customer goals and challenges to provide guidance on how our software can meet their business needs.
- Update our CRM with information about technical issues and useful discussions with customers.
Product Adoption and Engagement
- Monitor customer usage patterns and proactively identify opportunities to drive increased product adoption.
- Inform customers about new features and functionalities.
- Collaborate with the product and development team to relay customer feedback and contribute to product improvements.
- Support the sales team with sales presentations and demonstrations to prospective customers.
Renewal and Expansion
- Work closely with the sales team to ensure timely renewals and identify upsell/cross-sell opportunities.
- Collaborate with customers to understand their evolving needs and align our solutions to support our growth.
Issue Resolution
- Serve as the primary point of contact for customer inquiries, concerns and issues, ensuring timely resolutions.
- Follow up with customers to ensure their technical issues are resolved.
- Share feature requests and effective workarounds with team members.
- Analyze and report product issues.
- Escalate complex issues to the appropriate internal teams and follow through to resolution.
Customer Advocacy
- Identify satisfied customers who can serve as advocates through case studies, testimonials, and referrals.
- Promote customer success stories to showcase the positive impact of our products.
- Coordinate feedback and issues with our product, sales and marketing team as needed.
Who You Are
- You are energetic, resourceful, and able to react quickly and professionally in all situations.
- You go the extra mile to assist customers, offering them the kind of help you would want to receive etc.
- We're looking for the kind of person that recognizes what it means for someone to go out of their way and ask for help.
- You like spotting patterns of issues, and proactively finding ways to fix them.
- You're an effective communicator with strong organizational and presentation skills.
What You Bring
- BSc in Information Technology, Geology or other relevant diploma
- Experience as a Customer Support Specialist or similar CS role
- Experience with SaaS based products
- Familiarity with mining industry is a plus
- Experience using help desk software and remote support tools
- Understanding of how CRM systems work, experience with Hubspot is an asset.
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Patience when handling tough cases
Travel Requirements: 30% Travel expected
Work Location: Perth, WA - Hybrid (in office and work-from-home)
When You Work at Krux
- You will be valued and respected. We believe every team member brings valuable ideas and experiences no matter their seniority. We support and empower the team and trust you to get the job done.
- You will be part of a team where we lend each other a hand. We strive for high performance by fostering an environment that emphasizes communication, collaboration, and mentorship. We believe that the only way to succeed is together.
- You will help our customers. Not every role is customer facing but at the end of the day we are all working to make our customers’ lives easier. Our goal is to create innovative solutions with a strong emphasis on user experience.
- You will have a life outside of work. We have partners, kids, families, and friends too, so we realize that work is just one part of your life. Krux offers work-life balance with flexible hours and work from home options.
We value the power of our differences and at Krux, we walk our talk. We have a diverse team including in leadership positions and are dedicated to creating a diverse, equitable and inclusive environment. We ensure equal opportunity for all applicants and encourage people of all visible minorities, including Indigenous applicants, and those of any religion, sex, age, ability, sexual orientation, gender identity or expression to apply.
Now What?
If this position sounds like a great fit, we want to hear from you! Here’s how to apply:
- Submit your Cover Letter and Resume
- And one special request: Include an answer to this question in your cover letter. Tell us about a time that you went above and beyond to help a customer and why?
