At Resume Library, we have a simple vision: to help the world to work and we are looking for exceptional and talented people to help us realise this vision in the US markets.
We are in a period of accelerated growth, following a year of key strategic acquisitions and significant investment across all parts of the business from Tech and Data to People and HR, there’s never been a more exciting time to join us or a better place to grow your career!
The Role
We are currently looking for a client-centric, motivated and enthusiastic Customer Success Specialist to join our Customer Success team at Resume Library in the US Market. You will be responsible for building strong relationships with your clients, helping them succeed and ensuring they are satisfied with our product and service. This role requires exceptional communication skills, a proactive and solution-orientated approach and the ability to identify opportunities to aid client growth and engagement.
Hybrid Working Hours Structure — The role operates from 2:00 PM to 11:00 PM or 3:00 PM to 12:00 AM, depending on daylight savings. You will work from the office Monday to Friday, but to prioritise your safety, you will transition to working from home after 6:30 PM to eliminate late-night commuting.
Responsibilities:
- Act as the primary point of contact and develop strong relationships with your clients
- Regular communication via a variety of channels to provide support and assist with any queries
- Guiding your clients through the onboarding process, including delivering personalised training sessions to help them achieve optimum results
- Proactively reviewing your client’s accounts, ensuring that clients gain maximum value from all aspects of the platform to achieve the best results
- Driving product adoption; regularly reviewing usage and developing strategies to improve product adoption and consumption
- Complete performance reviews with your clients via Teams, using data to highlight trends, improvements and other insights
- Identify upsell opportunities and collaborate with our Sales teams to maximise client value
- Working collaboratively with other departments to resolve issues efficiency, improve client experience and retention
Requirements
Essential:
- Previous B2B customer success or account management experience in a professional, fast-paced environment, with a proven track record working towards targets or deadlines
- A positive attitude with the ability to have engaging conversations and to communicate with empathy, integrity and confidence
- Excellent written and verbal communication skills
- Demonstrable interpersonal skills, including active listening
- Strong problem-solving abilities and a proactive attitude
- Data-driven and the ability to provide actionable insights to aid client performance
- Commercially driven with demonstrable experience of adding value to assigned accounts
- Able to multi-task and prioritise effectively, with a high level of attention to detail
- IT literate, including MS office with the ability to navigate multiple systems competently, with ease
- Education level – minimum Matric Grade 12
Desirable:
- Experience working with the UK or US markets
Benefits
- Monthly Bonus Opportunities — Increase your earnings through shift allowances and attendance rewards, with the chance to accumulate up to R31,200 annually.
- Medical Contribution — The company will contribute following the successful completion of your probation period.
- Life, Disability, Income Protector & Funeral Cover — Enjoy 2x life cover, along with disability, income protector, and funeral benefits after six months of employment.
- Pension Scheme — Become eligible for the company’s pension scheme after one year of service.
- Birthday Leave — An extra day off to celebrate your birthday.
- Length of Service Leave — Accrue additional leave days based on your length of service with the company.
- Flexible Public Holiday Policy — You will observe U.S. public holidays. If South African public holidays exceed these, the difference will be granted as extra leave days (days in lieu).
- Office Perks — Enjoy fresh fruit and drinks provided in the office every morning.
- Learning & Development — Gain access to LinkedIn Learning along with ongoing personal development resources.
- Safety-Focused Working Hours — The role operates from 2:00 PM to 11:00 PM or 3:00 PM to 12:00 AM, depending on daylight savings. You will work from the office Monday to Friday, but to prioritise your safety, you will transition to working from home after 6:30 PM to eliminate late-night commuting.
- A Supportive Team Environment — Join a collaborative and inclusive culture where your contributions are acknowledged and appreciated.
We are actively committed to promoting a fully diverse and inclusive workforce and we welcome applications for this role from all candidates who meet the key requirements.
Please do not hesitate to get in touch should you require any reasonable adjustments to assist with your application.