Client Success Associate

Company Overview:Smokeball is a fast growing, B2B SaaS company, empowering small law firms to get their work done faster and smarter and track their time accurately so they get paid properly for the work they’re doing. Emerging from the start-up stage, we are now rapidly scaling for growth with teams in Australia, UK and USA, soon looking to launch in other markets. We think deeply about the challenges of small law firms and drive innovations that truly change the lives of our clients
Role Overview:As a Client Success Associate in the Legal industry, you will play a pivotal role in ensuring our clients achieve their desired outcomes through our products and services. You will be the primary point of contact for clients, fostering strong relationships and providing exceptional support to enhance their experience. Your contributions will directly impact client satisfaction and retention, making this role essential to our business success.
Responsibilities:Act as the main liaison between clients and the company, addressing inquiries and resolving issues promptly.Develop and maintain strong relationships with clients to understand their needs and ensure satisfaction.Provide training and support to clients on product usage and best practices.Monitor client accounts and usage to identify opportunities for upselling and cross-selling.Collaborate with internal teams to ensure client feedback is communicated and acted upon.Prepare and deliver regular reports on client performance and satisfaction metrics.Assist in the onboarding process for new clients, ensuring a smooth transition and setup.Attend client workshops and travel interstate up to three times per year.
Qualifications:Bachelor’s degree in a relevant field or equivalent experience.At least 1+ years of experience in a client-facing role, preferably in the IT industry.Strong communication and interpersonal skills, with the ability to build rapport with clients.Proficient in using CRM software and other client management tools.Excellent problem-solving skills and a proactive approach to client support.Ability to work independently and as part of a team in a fast-paced environment.
What’s in it for you?💵 Competitive Salary + bonus + super🧘 Wellbeing allowance💭 Be part of a high-growth company evolving a core SaaS platform🌴 Reboot days & Birthday leave👪 Paid Parental Leave🥡 Office lunches and loads of snacks🧢 And of course…the SWAG!
Smokeball is an equal opportunity employer and is committed to providing an open, welcoming environment for everyone. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.
Don’t meet all the criteria? No worries! If our values resonate with your personal values and you think you have what it takes, we’d love to hear from you!
Please note: This role is only open to Australian residents. Unfortunately, we are not able to offer sponsorship currently.
Please note: We are not working with agencies for this role and do not accept unsolicited resumes.