Customer Success Coordinator

Remark-IT is an enterprise partner to leading New Zealand organisations, helping to manage their IT assets from sourcing and installation through to managing and disposal. Remark-IT is trusted by the biggest and the best in: Government, Banking, Finance and Leasing Institutions, Education and IT. 

Put simply, we manage the technology lifecycle with minimal disruption, risk and waste, and maximum efficiencies.

About the role

We are looking for a Customer Success Coordinator to maintain and nurture existing key client relationships, by:

• Providing proactive, consistent and timely support
• Liaising with internal stakeholders for service delivery and best customer experience
• Capturing all customer interactions, contracts and notes on Salesforce

You will work closely with our Sales, Support, Managed Services and Operations teams to address client needs and foster long-term relationships.

Note: Please note this role is ideally based at our Wellington office located in Upper Hutt.

Main responsibilities:

• Back-end administration to deliver services – answering phone calls, making phone calls, ticket creation, opportunity management and internal coordination for the delivery of services 
• Regularly interacting with assigned accounts to understand their needs and gather feedback
• Performing Quarterly Business Reviews and reporting 
• Maintaining up to date price books
• Assisting Business Development Executives and Partner Managers for statements of work (SOWs) 
• Always look for avenues to upsell and cross-sell additional services
• End of month billing support 
• Ticket / lot creation in Salesforce 
• Proposal creation for end customers and prospects 
• Coordinating with internal teams to fulfil client requirements across asset lifecycle – installation, storage and secure disposal
• Forecasting anticipated margins and revenues on a monthly basis
• Ensuring services are delivered under service level arrangements 
• Assisting with marketing activities as required 
• Maintaining Unify, Salesforce and other databases for accuracy of records 
• Responsible for positive survey feedback & NPS scores

The position requires the following attributes:

• Excellent interpersonal and communication skills
• Strong problem-solving abilities and a proactive approach to addressing client needs
• Ability to work independently and as part of a team in a fast-paced environment
• Highly organised and self-motivated
• Ability to coordinate with Warehouse Managers and other warehouse staff
• Familiarity with MS Office and office management software (ERP, etc.)
• Ability to multi-task, prioritise and manage time effectively
• Positive attitude, attention to detail and problem-solving skills
• Clean conviction history – a Ministry of Justice criminal record check will be required before commencing

Qualifications and experience required:

• 2+ years of experience in customer success, account management, or a similar role
• Familiarity with CRM software and customer success tools is a plus

Benefits:

• Ability to gain experience in the circular economy and IT industry
• Competitive salary and career options for professional growth 
• Flexible working hours and remote work options
• Professional development opportunities
• A supportive and collaborative team environment

To be considered for this role please apply via SEEK with a Cover Letter outlining your experience in relation to the role and your resume, addressed to the Service Delivery Manager.

Applications close Monday 24th June 2024.

All applications will be treated in the strictest of confidence.