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Customer Success Specialist

Location:

Macquarie Park - New South Wales - Australia

Function:

Customer Service/Support

Ref #:

2019000771
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Description

Your proven track record of being customer-focused, operationally excellent, and a critical thinker that loves to leverage data and relationships will provide increasing value to our customers to achieve their business goals.

Responsibilities:
• Be the key advocate for Community customers in a team approach, with a focus on increasing adoption, providing value in every interaction, ensuring satisfaction and reducing churn.
• Encourage and establish relationships with Community customers, sometimes multiple at one time, to gain an understanding of a customer’s use cases and value perceived from Kronos.
• Listen and uncover a customer’s true need and recommend solutions.
• Follow up on Kronos digital outreach, to a subset of targeted customers, to achieve a goal…contact collection, Community engagement, customer satisfaction etc.
• Provide guidance and best practices to our Community through well written and thought out posts.
• Monitor and track customer health through data-based health scores. Leverage this information to openly discuss and mitigate risks, as well as capitalize on areas to increase advocacy.
• Advocate for and represent the customer’s interests to all areas of Kronos. Proactively identify and suggest resolutions for customer issues/escalations as they arise.
• Engage the appropriate resources around Kronos to assist with our customers’ needs, such as escalations, product enhancements, upgrades and notifications.

Qualifications

• Customer Success or Client Relationship Management or Account Management
• Experience with cloud computing, hosting, and/or SaaS environments
• Workforce Management experience
• Professional experience in engaging and establishing trust with customers both verbally and digitally.
• Excellent written, verbal and presentation communication skills. Ability to execute at a high level in a home-based work environment
• Proven track record of thought leadership and influence
• Highly motivated self-starter who understands the value of collaboration, can work cross functionally and within a team environment
• Experience working with customers’ senior and executive management as well as front-line leadership teams.
• Willingness to travel up to 25%.

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Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.