Customer Success (Associate Level)

Customer Success (Associate Level)

Apply locations: South Africa - Multiple Locations

Time type: Full time

Posted on: Posted 3 Days Ago

Time left to apply: End Date: March 31, 2025 (30+ days left to apply)

Job requisition id: R00022540

ERM Libryo is a technology company that provides a Platform for organisations to know the applicable sustainability legislation that they need to comply with. This gives the answer to the question “what does the law require of me here and now?” It goes further than just providing a legal library, instead ERM Libryo goes right down to the specific sections of the applicable legislation and allows its users (not always legally trained) to search intuitively and get legal answers immediately. It also tracks every applicable legislation change and notifies all users who need to know. This is an opportunity for a highly ambitious individual that is interested in working in a fast-paced, legaltech company.

As a Customer Success, you will manage and delight a portfolio of ERM Libryo customers. You will be relentlessly focused on creating success for your customers. You will be solutions-driven and a problem solver. To do this, you will need to build key relationships with all of your customers and truly understand your customer’s needs and requirements. Your goals and objectives will revolve around retaining and expanding your customer base. In this role, you will report to the Head of Customer Success.

Key responsibilities and duties:

1. Become a Customer Success ambassador for ERM Libryo.
2. Manage relationships and a selection of key customer accounts.
3. Deploy large projects and open opportunities for customer expansion.
4. Help maintain the administrative and data infrastructure of your customer portfolio, including (but not limited to):
1. Contact, company, and deal data in our CRM.
2. User, customer, team, organisation data in the ERM Libryo Platform.
3. Managing of renewal data and assistance with monthly renewal reporting.
4. Adding/removing of users to ERM Libryo.
5. Maintaining active/inactive users and/or organisations on the platform.
6. Creation of Projects for new customers getting onboarded to ERM Libryo.
7. Creation of Projects for new and renewing customers.
8. Updating and sending of important customer documentation to renewing customers.
5. Become an expert user on the ERM Libryo Platform. This will enable you to train and demo the platform at a high level.
6. Provide day-to-day support to the Customer Success team.
7. Customer ‘first-line’ query resolution and query tracking – in all mediums (live chat, emails, phone calls). This includes:
1. Creation and closing of customer query ‘tickets’.
2. Logging and capturing all communications with customers on our CRM.
3. Being able to handle live-chat user queries.
4. Making outbound calls to resolve customer queries.
5. Outbound calls to follow up on renewals and outstanding customer documents.
6. Understanding and utilizing the team support inbox for all customer email queries.
8. Perform generic online Customer Success training sessions for new and existing users.
9. Generate and distribute monthly internal and external reporting.
10. Provide quality user feedback to the product team to assist with product development.
11. Work with the Customer Success team to provide input to map out all internal processes that relate to the customer journey, customer data maintenance, query resolution and feedback loops.
12. Undertake other such reasonable duties as required by the co-founders and the Customer Success team.

Requirements:

1. 1+ year Account Management/Customer Success experience.
2. Keen interest in SaaS and technology.
3. Completely customer-centric (everything we do is about the customer and their success).
4. Eye for detail.
5. Very good communicator.
6. Ability to multi-task.
7. Very organized and process-driven.
8. Fast learner.
9. Takes initiative and self-starter.
10. 3/4-year business degree. Legal background added bonus!
11. Excellent writing skills.
12. Knowledge of CRM software, Zendesk, Google Suite an added advantage.

About Us

At ERM, sustainability is our business. We are the world’s largest advisory firm focused solely on sustainability, offering unparalleled expertise across business and finance. ERM partners with clients to operationalize sustainability at pace and scale, through our unique combination of strategic transformation and technical delivery capabilities. Our diverse global team of experts works with the world’s leading organizations to help them set clear sustainability targets, measure progress and operationalize strategy through deep implementation and business transformation. With more than 50 years of experience, our ability to integrate sustainability solutions and our depth and breadth of technical knowledge are why organizations choose to partner with us as their trusted advisor. Every one of us firmly believes in the potential to create value for our clients through an integrated approach to sustainability (because we have personally seen it and professionally achieved it). Our team members are passionate about client service. We work closely with our clients to help them operationalize their sustainability goals and meet their environmental, health and safety objectives while advancing ERM’s purpose through delivering tangible progress in what the United Nations coined The Decade of Action. Organizing our people across globally integrated communities of technical and strategic talent positions ERM to be a “boots to boardroom” leader in bringing that value creation to our clients, partners, and the world. We recruit exceptional professionals with a personal and professional passion for sustainability and nurture them to even greater success as specialists. We prepare our consultants to bring integrated, innovative and sustainable solutions to our clients and provide opportunities for ongoing development across a variety of subject areas related to technical, business, and personal growth. At ERM, effort pays off and becomes career defining work that leaves a positive imprint on our planet.