Customer Success Manager
- Auckland, New Zealand
Why join the customer success team at Xref?
Xref offers a super smart tech-based solution to a major recruitment pain point - reference checking. But behind the technology is a very human team, with a very big heart.
As a team, we are:
Passionate - we’re true ambassadors of the product. We know it inside out and work with users to make sure they are reaping maximum rewards from it.
Collaborative - we work in partnership with both the sales and account management to ensure that we are supporting with both new business development and client retention.
A family - we love what we do, we believe in the platform and we have each other's backs!
Human - We are the human touch that puts Xref’s technology ahead of the market. The faces, voices, and names our customers associate with our brand.
Supportive - we’re an empathetic bunch and close-knit team doing everything we can to support each other and our clients.
Due to ongoing growth, we have created a New Zealand based team to help support, grow and nurture our lovely existing New Zealand clients.
As a Customer Success Manager you will:
Help onboard new clients in setting up and tailoring their account to achieve their needs
Assist the Sales Executive and Account Manager to map client journey’s and provide usage reports for reviews
Support initiates to integrate Xref with customers’ applicant tracking systems, providing insight on how to best manage data flow.
Work with Xref’s support specialists to aid in product troubleshooting
Educate and nurture Xref users by building strong relationships Serve as a bi-directional liaison between customers and the product team regarding customer feedback and platform updates
Track usage of clients and highlight any which may need attention
- Support referees, candidates and clients with any queries, escalating where needed
Demonstrate excellent product knowledge
To be successful you must:
A customer-centric go-getter who enjoys creative problem-solving and is energized about helping our clients
Experience in customer success, on-boarding, product support and account management, or similar client-facing roles is highly desirable
Exposure to the recruitment industry would be highly desirable
Passionate about technology and comfortable digging into the details of understanding how our technology works to best explain to our clients
A creative self-starter with strong attention to detail and analytical skills and unsurpassed follow-through
Excellent communication skills; comfortable working via phone and email with multiple levels of customers