Customer Success Support Representative

Customer Success Support Representative This role is pivotal in ensuring RMS customers achieve success with our SaaS product by providing responsive support, proactive solutions and a seamless client experience. The Customer Success Support Representative will focus on two key objectives: Building strong relationships with customers, offering tailored guidance and troubleshooting issues so they meet their business goals and get more value from the product. Acting as a link between customers, Customer Success, technical teams and Product Development, keeping product knowledge current and customer feedback flowing into the product. The ideal candidate will be passionate about customer success, skilled at simplifying complex topics for different audiences, and motivated by continuously building their product knowledge to serve customers better. Success in this role will be measured by customer satisfaction, first-response and resolution times, and product adoption. KEY RESPONSIBILITIES: Customer Support Respond promptly to customer inquiries, providing effective solutions, troubleshooting issues and ensuring timely resolution of concerns. Identify and escalate more complex issues to senior members of the Customer Success or technical teams, ensuring efficient and seamless problem resolution. Customer Education Offer ongoing training and guidance on product features, updates and best practices to help customers maximise the value of the SaaS platform. Contribute to product adopti