Customer Success Representatives - Technical

enhancements to better serve client needs.

KEY

RESPONSIBILITIES:

Customer Support: Respond promptly to customer inquiries, providing effective

solutions, troubleshooting issues, and ensuring timely resolution of concerns.

Customer Education: Offer ongoing training and guidance on product features,

updates, and best practices to help customers maximise the value of the SaaS

platform.

Issue Escalation: Identify and escalate more complex issues to senior members

of the customer success or technical teams, ensuring efficient and seamless

problem resolution.

Product Feedback: Gather and communicate customer feedback to the product

development team to support continuous improvement and innovation.

Skill Development for Improved Service: Regularly engage in professional

development to enhance skills and understanding of the product. This ensures

you can provide deeper insights and more advanced solutions to customers,

improving their overall experience.

Documentation & Knowledge Sharing: Maintain detailed records of customer

interactions, including inquiries, resolutions, and opportunities for future

engagement. Share knowledge and insights with the team to foster collective

growth and improve client outcomes.

Continuous Learning & Knowledge Development: Stay informed on the latest

product updates, industry trends, and customer success best practices. Use this

knowledge to improve the customer experience and provide higher-quality,

strategic support.

©2025 RMS.

KEY BEHAVIOURS:

• Proactively seek ways to enhance product knowledge and skills, applying

new insights to improve customer support.

• Demonstrate empathy and patience when working with clients, focusing

on their business outcomes and long-term success.

• Collaborate with internal teams to share knowledge and develop

strategies that improve customer outcomes.

SUCCESS

CRITERIA:

• First-response and resolution times on customer tickets.

• Customer satisfaction (CSAT) scores and Net Promoter Score (NPS).

• Product adoption rates.

• Retention rates and reduced customer churn.

• Number of customer inquiries resolved at the first contact.

• Quality of customer feedback and the ability to address complex

inquiries.

• Self-improvement through training, certifications, or internal knowledge-

sharing sessions.