Reports to: Professional Services Consultant
Location: Cork, Ireland / Remote
About Us:
Compliance & Risks is the leading provider of market access and product compliance SaaS solutions and is recognized as the leading end-to-end global product compliance solution provider across the technology, consumer goods and retail, industrial goods and life sciences sectors. The company’s market leading SaaS platform, C2P, enables uninterrupted market access for enterprises selling products globally by monitoring and managing key product requirements, regulations and standards in their chosen markets. The C2P platform provides the world’s most comprehensive database of legislative information, insights and actions, linked to product workflows, to help clients bring products to markets faster with lower risk and ensure ongoing compliance.
The company serves over 220+ global enterprise customers including: GE, Google, Nike, Amazon, Ikea, Bose, Tesla, Vaillant, Unisys, Samsung and Fujitsu.
Our Values:
All employees should continually promote legacy of Company Culture through demonstrating its values – 1. Trust 2. Respect 3. Winning Together 4. Innovation
Compliance & Risks is an Equal Opportunities Employer.
Purpose:
As a Customer Success Specialist in C&R, aProduct-Led Growth (PLG)company, you will play a crucial role in ensuring that customers derive maximum value from our product while driving adoption, retention, and expansion. You will work in a collaborative product led environment with an international team across multiple time zones, responsible for providing comprehensive customer onboarding and support in the use of our compliance management software, with the objective of optimising customers’ levels of usage, adoption, and retention. Leveraging your excellent communication skills and passion for solving problems, you will build and maintain strong working relationships with customers.
Responsibilities:
* Build a strong relationship, and a reputation for excellent service, with our customers in terms of user knowledge and problem solving.
* Proactively improve our Customers experience in using our products and related products and services. Leverage the PLG model by creating a seamless in-product experience that helps customers discover value independently.
* Investigate and solve customer user queries and issues by communicating how our products/ C&R can provide solutions.
* Grow knowledge of each customer’s practices, products, and compliance processes, adapting our products to suit the customer’s needs and increasing adoption and retention of the system across the customer’s user base.
* Use analytical thinking and tools to develop strategies in support of optimal usage of our products based on customer needs.
* Create and deliver advanced training programmes and documentation for new and existing customers, based on their needs.
* Contribute to the development of an innovative and user-centric customer success structure for a dynamic and sophisticated customer base.
Requirements:
* Bachelor’s degree in Business or IT with 4-5 years experience in a fast-paced B2B customer success environment and ideally in a Product-Led Growth company.
* Ability to demonstrate technical aptitude in learning to use new software applications (CRM, ticketing, community platforms, customer behaviour and engagement platforms, project management tools etc.), data analysis and problem-solving abilities.
* Excellent verbal and written communication skills with the ability to communicate and present to senior leadership of large multinational organisation.
* An ability to lead projects from conception to completion while hitting key success metrics by leveraging internal resources.
* Experience in a compliance and regulatory environment is desirable.
* Experience in user onboarding tools and processes is a plus.
The Perks:
* A competitive salary, company bonus, health insurance, pension, wellbeing programme
* An exciting and dynamic role with career development opportunities and progression
* The opportunity to work with talented and diverse team in an inclusive work environment
* A learning culture where continued learning & development is supported and encouraged
* Remote working options and a flexible environment that promotes wellness and work life balance
Company Highlights:
* 20-30% YoY revenue growth since 2017
* Top private equity sponsorship from Luminate Capital Partners
* 70,000+ regulations and standards on the platform
* A marketing leading retention rate over 95%
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