Customer Success Specialist

The purpose of this role:

Our Customer Success Specialists are the primary point of contact for our Cubiko customers. You will be responsible for supporting and guiding our customers through the onboarding process, building and maintaining strong relationships, and driving customer satisfaction and engagement with using Cubiko.

Responsibilities:

• Onboarding & Implementation: Take ownership of onboarding new Cubiko customers and guide them through both the implementation process and developing their understanding of Cubiko.
• Relationship Management: Build and maintain relationships with Cubiko customers to help them maximise their use of the platform. Guide them in understanding their data and leveraging Cubiko to achieve their business goals.
• Proactive Engagement: Regularly engage with customers to understand their needs, provide ongoing support, and identify opportunities for expansion and upselling.
• Renewal & Retention: Proactively manage customer renewals, ensuring high retention rates and identifying opportunities for growth.
• Collaboration: Collaborate with internal teams including sales, marketing, and product teams to ensure customer feedback is effectively communicated.
• Training & Education: Develop and deliver training materials and webinars to educate clients on Cubiko workflows and how to maximise platform utilisation.
• Cubiko Ambassador: Represent Cubiko as an ambassador at online and in-person events, conferences, and functions when required.
• CRM updating: Maintain our customer database to ensure all customer contacts and internal processes are accurately documented and kept up-to-date.
• Social Engagement: Manage communication with customers in our closed Facebook community group by creating posts and responding to inquiries.
• Problem Resolution: Assist our support desk team when needed to be our main line of contact for support queries via our chat, phone and email system.

The role will expand as our team continues growing, and there will be opportunities for professional development and learning.

What we do:

Cubiko displays data in easy-to-understand dashboards, providing practices with a visual representation of their data alongside selected metrics and key performance indicators (KPIs).

Our Values:

We live these values every day.

• Question the conventional: At Cubiko we don’t place status on tradition or hierarchy when it comes to ideas. We all believe we have a responsibility to share our ideas, even if they differ from the norm. We’re always seeking ways to innovate and improve.
• One Team: All for one, and one for all! We are a team that cares for and respects one another. We work in unison to deliver outstanding products, and we have fun doing it. We produce more than the sum of our parts.
• Trust through Transparency: Building trust through transparency! We do this by being open, communicating regularly and having honest conversations – we tell it how it is. We operate fluidly, and as one team.
• Customer-centric: Our customers and community are at the core of what we do! We’re committed to helping medical practices deliver outstanding patient care and improving patient outcomes for individuals within their communities. We achieve this through constant customer communication and feedback allowing us to develop products our customers love.

Life at Cubiko:

• Flexibility and work/life balance
• Personal learning & development
• Free snacks, beer, wine & coffee
• Standing desks and WFH equipment
• Dog friendly – bring your dog to work
• Monthly social events and annual retreats
• End-of-trip facilities (showers, racks, etc.)

Diversity & Inclusion Commitment:

We’re committed to growing and empowering an inclusive community. That’s why we actively encourage applications from candidates from all backgrounds, experiences, and perspectives. If you require accessibility assistance at any stage of the process, please let us know. We encourage applicants of all skill levels, do not feel obligated to meet 100% of the outlined requirements to apply.