Customer Success Specialist

About us...

Here at Sign In Solutions, we think we’re a pretty good bunch to work with… But that’s what they all say right? So here’s a little more about us:

Sign In Solutions is the innovative workplace enablement partner that goes beyond traditional visitor management, combining the comprehensive software and real-time analytics modern organizations need to mitigate risk, elevate experiences, and empower people. Launched in 2021 with funding from PSG V, Sign In Solutions acquired Sign In App, Sign In Enterprise (formerly Traction Guest), Sign In Compliance (formerly ThreatSwitch), Sign In Workspace (formerly Pronestor), Sign In Scheduling (formerly 10to8) and Sign In Central Record (formerly SCR Tracker).

Our global team is a dynamic bunch who love a laugh, and are brought together by a passion for simplifying the complex and making work life as easy as possible (not to mention good coffee and a penchant for ping pong).

We are a global SaaS company specializing in workplace sign in software. In a nutshell: we facilitate the sign in of people into spaces and places with a beautifully designed, customer-centric software solution.  With global hubs in Northampton, UK, St. Pete FL, USA, and Tauranga, New Zealand, we support a truly hybrid workforce and embrace the flexibility of remote work.

We’re growing fast and have some big goals in the pipeline. This position is to work within the SwipedOn team, where you will be responsible for the successful use of the SwipedOn product across our entire customer base. It presents an exciting opportunity to help shape the ongoing growth of the business.

Culture is important at Sign In Solutions. Our values don’t just sit on a glossy page. We live them every day. Our values are the cornerstone of who we are: 

Customer 1st 

Respect & Dignity 

Accountability & Empowerment 

Honestly & Positivity 

We’re Here to Win

• 1+ years of experience in a customer relationship management role in a B2B SaaS based environment
• Previous experience working with SMB level accounts delivering exceptional customer advocacy and advisory
• Ability to develop and deliver messages and presentations to technical and non-technical audiences
• Strong verbal and written communication skills
• Ability to properly set expectations with customers
• Listen and understand the customer’s business problems/objectives and leverage product knowledge and experience to provide the best recommendation to meet their needs
• Ability to multi-task and manage a high volume of customer projects
• Meet deadlines for customer engagements and deliverables
• Leverage applicable systems and processes to manage customer projects
• Timely and consistent documentation of project history and key deliverables

What You Will Be Doing

This role will assist in all stages of the customer lifecycle, from new customer onboarding right through to promoting advocacy and referrals. This role will suit a confident, energetic, and savvy professional who has strong communication and interpersonal skills, with the ability to build rapport and trust with stakeholders and effectively communicate our product features and benefits to workplaces across NZ and Australia. A customer centric mindset focused on driving long-term relationships is key. 

You will be expected to know the product inside and out in order to onboard, train and implement the software successfully with a range of customer profiles, sizes and segments. You will provide help with customer support, ensuring our customers receive a world-class experience and are well-educated on using the software to a high standard. 

Your main responsibilities will include:

• Deliver a superior onboarding experience to the customer by setting and meeting expectations
• Identify gaps that impact the customer experience, document them, and recommend potential resolutions
• Mitigate risks proactively to ensure timely execution
• Manage a high volume of projects and stay up to date with relevant notes, time entry and project status reporting
• Engage with cross-functional teams as needed to complete customer projects and/or drive program initiative
• Interface with VP and C-suite executives, both internally and externally, and make product and/or use case recommendations
• Stay current on product features and functionality, platform changes, and partner technologies by attending enablement sessions, product release meetings, and other enablement activities to improve product knowledge
• Contribute to the growth and evolution of the team by sharing customer and/or industry insights during meetings and driving new ways to improve the customer experience and/or drive better enablement for adoption

This isn’t just about us getting to know you. We believe you need to dive in to get to know us. We encourage you to research and read up on our company news and articles. Throughout the recruitment process, you will be given the opportunity to ask lots of questions, meet different members of our team, and get hands on to showcase your skills. As you get to know what we’re all about, we hope you’ll become increasingly confident and excited that we could be your next big move.

Once your application is received and reviewed, qualified candidates will move on to our next steps. Our general recruitment process has the following steps:

• Phone interview with our People & Culture team
• Meet with the hiring manager and other members of the team
• Culture meeting with other members of the SwipedOn team

We are an equal opportunity employer and love diversity at our company! We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.