A unique opportunity to join the customer success team of an incredibly inspiring, technology start-up. You will need to be ambitious, driven and have a passion for customer service and how it transforms businesses.

At DocFox, we believe that the best people want lots of responsibility and ownership, but also want to be part of a high-performance team with a singular goal. We believe that to truly be great one needs to constantly be improving, learning, and soliciting feedback. Finally, we believe building a company should be a fun and rewarding experience that extends outside of the four walls of the office.

Key Activities

• Manage client renewals for up to 100 clients.
• Proactively identify and execute on opportunities to sell new and complementary services, as well as opportunities to upsell existing services.
• Ensuring product adoption.
• Assist with change management and product enhancements.
• Establish and maintain a professional relationship with clients.
• Coordinate with various teams so that the customer’s expectations are met.
• Continued assessments of client needs and business objectives.
• Help develop initiatives to increase customer satisfaction and retention.
• Assist all teams to meet financial targets and growth objectives.
• Engage with customers in a way that thoughtfully changes their perception of what is possible, from both a business and strategic perspective
• Educate customers on relevant functionality and content resulting in increased usage and product adoption.
• Assist customers in resolving any product issues or concerns.
• Perform issue identification, communication, and resolution for moderately complex issues.
• Bring innovative approach to client onboarding within the prescribed time frames.
• At a time prioritise for the best customer experience and while also staying keenly aware of how to drive retention across the entire customer base.
• Communicate effectively and efficiently via phone, email and in-person meetings.

Requirements

• Bachelor’s Degree
• 4-5 years minimum in customer service/account management
• Strong communication, social skills, and eloquent writing skills
• High energy, positive attitude, with the ability to think creatively and handle multiple priorities
• Ability to communicate effectively and efficiently via phone, email and in-person meetings