Customer Success Executive JD

Sydney Sam
Sydney Sam

About Us


Workspace Global connects entrepreneurs with creative talent by giving businesses what they need to build a strong brand. Our platform provides easy work request forms so entrepreneurs can put their thoughts down and completely hand off the creative process. At an affordable price, Workspace helps entrepreneurs win back the time they could have spent “DIYing their branding” by managing their outsourced talent and ensuring quality.


About The Role


Workspace Global is a customer-obsessed organization. We have two key customers : our entrepreneurs and our creative talent. For this role, your focus will be solely on our entrepreneurs. The client success executive caters to, empowers and motivates our entrepreneurs to help them consistently grow their brand the right way. If you enjoy customer service, business coaching, project management and basic brand consulting, this role is perfect for you.


From a bottom line perspective : the client success team is the single most important factor to ensure customer retention. All elements of the role point to ensuring one thing : “Repeat Business” i.e. supporting our entrepreneur to invest in more branding assets to grow their business.

  • This role is fully remote.
  • One year contract (1-month probation + 11 months full time) 


Responsibilities

  1. Onboarding : After a customer places an order, our CS educates the client about the Workspace process and journey setting the stage to manage expectations and lay the foundation for follow-up projects.  
  2. Work Request Forms - Support : After a customer places an order, our CS is required to empower the new customer to fill their Work Request forms in the indicated time. 
  3. Project updates : Our CS provides an update/check-in to each customer for every project every 2-3 working days. 
  4. Quality Control : Our CS gives the final stamp of approval for all creative work before it’s delivered to a customer. You are in charge of ensuring that what is submitted meets the customer’s expectations before work is submitted.
  5. Project Delivery : Our CS is in charge of shipping out approved work to the customer BEFORE the submission deadline. 
  6. Guided Feedback : Our CS manages the feedback process as the customer fills the feedback form for each project’s submission. The CS also provides creative justification so the customer can better appreciate a work submission.
  7. Satisfaction Ratings + Written Testimonials : Our CS collates CSAT scores, service feedback and written testimonials from engaged customers. 
  8. Activate Repeat Business/Brand Growth : As a CS, your highest priority is to empower and motivate your customers to launch new projects monthly and grow their brand. 
  9. Populate/update CRM : After hand-off from the sales team, you will be required to track the progression of each customer relationship you handle via an easy-to-use CRM tool. 
  10. Coordination with Creative/Talent Team : Your role requires you to correspond with the Creative delivery team daily to ensure they are empowered to deliver your client’s projects satisfactorily.
  11. Assign loyalty benefits & rewards : You will be in charge of handing out discount coupons, freebies and other rewards to excite your customers towards further repeat business.  
  12. Reporting : You will report monthly on the wins, learnings and roadblocks on delivering a great success experience for your customers.


Requirements

  1. Bachelor’s Degree or Diploma (Communications, Psychology or Marketing degree preferred)
  2. Minimum of 2 years of experience in a Customer Facing Field. (Agency experience preferred)
  3. Strong sales skills. 
  4. Highly organized and able to multi-task.
  5. Excellent communication, emotional intelligence and interpersonal skills.
  6. Leadership and team coordination experience. 
  7. Intermediate knowledge of branding, design and other creative disciplines.
  8. High computer literacy and ability to learn new software.
  9. Strong business writing skills. 
  10.  Basic presentation skills.
  11. Basic knowledge in CRM. 
  12. Self-driven and proactive nature.
  13. Patient, active and objective listener. 

To apply, submit your CV and attach a link to your submitted APPLICATION TASK
(via Google Docs) to operations@theworkspaceglobal.com & cc: ceo@theworkspaceglobal.com.

Your application is NOT VALID until you submit your application task.