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Customer Success Representative

Chambers Building, Swords,
Co. Dublin, K67 A3H7, Ireland

eSpatial is a modern cloud technology company, providing 1000s of users with a SaaS mapping software solution that enables businesses to visualise business critical data on maps.

We deliver successful outcomes to some of the biggest brands in the world - VMWare, Henkel, Iron Mountain, Volvo, Hewlett Packard, Coca-Cola, FedEx, Akzo Nobel, RE/MAX and GameStop. We’re mapping enthusiasts and have been delivering geographic solutions for over a decade. Trusted by our customers and partners that span nearly every industry, we are committed to helping our customers reach their mapping goals.

eSpatial is growing and to maintain our excellent Customer Service, we are now seeking to expand our existing International Customer Success Team. The Customer Success Representative will, through an understanding of mapping software and excellent communication skills, learn about the requirements of our customers and assist them in achieving their goals via email, webinar, live chat and phone conversations. The goal of these interactions will be to drive customer success, renewals, and upsales, through offering and providing On-Boarding, Training, Coaching, End User Support, and Advice to eSpatial SaaS Customers.

Purpose

Accountable for driving customer success through successful adoption of the eSpatial SaaS product within existing customers, becoming a trusted advisor to the customer and identifying and closing sales opportunities with existing customers.

Your Responsibilities

  • Build trust and long term relationships with all assigned eSpatial users within the customer organisation
  • Provide On-Boarding, Training, Coaching, and Support to assigned customers
  • Maintain regular contact (e.g. QBR's) with customers and recommend appropriate use of eSpatial for each assigned customer
  • Track and monitor customer’s account status and identify any areas of concern
  • Harvest Customer Success Stories from customers capturing business outcomes
  • Identify and influence decision makers responsible for the use of eSpatial solutions within customer organisations
  • Maintain accurate and timely renewal and up-sales pipeline reporting and forecasting
  • Provide technical support and mapping expertise to customers as required via online chat, telephone, webinars or email interaction to drive customer success
  • Identify and take ownership of problems or issues within a customer and work with the appropriate eSpatial function to mitigate or resolve them
  • Work with our customers and our product management team to identify new features that will make our product more valuable to our customers
  • Maintain customer and product usage intelligence in our CRM

What You Need

  • A bachelor’s degree or equivalent professional experience.
  • Two to three years' experience in a Customer Success Representative, or Customer Service Role is desirable
  • An understanding of Geographic Information Systems (GIS) would be advantageous
  • The ability to work in a fast-paced customer environment.
  • Ability to work independently.
  • Initiative and a can-do attitude.
  • Good understanding of customer success techniques and tools for SaaS companies.
  • Highly professional.
  • Demonstrated capacity and strong willingness to learn and develop.
  • Energetic, enthusiastic, fearless, and highly motivated.
  • eSpatial service an international market place. The successful applicant will be required to work certain shift hours that covers the USA market territory time zones .

What can eSpatial offer the successful candidate?

  • A vibrant workplace with Irelands leading mapping software company
  • We make our software here in Ireland so there are lots of career prospects and pathways for our people
  • A competitive salary and the opportunity to earn additional monthly based commission payments
  • We will provide excellent personal development and coaching to enhance your Customer Success leadership skills
  • The opportunity to work with some of the largest companies in the world.

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