Customer Success Representative

Customer Success Representative

Are you passionate about helping people succeed with technology? Do you enjoy building strong relationships, delivering training, and guiding customers through their journey from implementation to long-term success?

We're looking for a Customer Success Representative to join our client's growing team. In this role, you'll be responsible for onboarding new clients, delivering software implementations, providing training, and ensuring customers get maximum value from their solutions. You'll work closely with clients to understand their business needs, deliver exceptional service, and help drive successful adoption of our products.

This is an excellent opportunity for someone who enjoys a blend of project coordination, customer engagement, technology, and problem-solving, while making a real impact on customer success.

Key Responsibilities

• Onboard new clients and manage project timelines to ensure deadlines and budgeted hours are met.
• Understand client requirements and implement the most suitable solution to meet their needs.
• Update project statuses regularly and maintain accurate timesheets within project management systems.
• Deliver end-user training sessions, both one-to-one and group-based, on-site and online, enabling clients to maximize the benefits of the software.
• Stay up to date with new and upcoming product functionality to provide informed recommendations to customers.
• Communicate new implementation requirements to senior Customer Success team members and collaborate with Product and Development teams.
• Build and maintain strong client relationships while ensuring high levels of customer satisfaction.
• Conduct 30-day and 90-day post-implementation follow-ups to ensure successful adoption.
• Maintain a high level of product knowledge across all solutions.
• Respond to customer implementation support requests in a timely and professional manner.

Skills & Qualifications

• Bachelor's degree in Business Administration, Project Management, Information Technology, or a related field (or equivalent qualification).
• At least 1 year of experience in a customer-facing role, ideally within software implementation or SaaS environments.
• Strong organizational and time management skills.
• Excellent analytical and problem-solving abilities.
• Strong communication and interpersonal skills.
• Flexible and adaptable in a dynamic project environment.
• Ability to confidently deliver engaging training sessions and presentations.
• Proficiency in English. Knowledge of Maltese is considered an asset.
• Ability to remain calm, professional, and customer-focused when handling challenging situations.

Nice to Have

• Experience working with Payroll, HR, Time & Attendance, or other People Management software solutions.

You'll Thrive in This Role If You

• Enjoy presenting, training, and helping others learn.
• Are proactive, customer-focused, and solution-oriented.
• Have a genuine interest in technology and business software.
• Build relationships easily and enjoy working with a variety of stakeholders.
• Take ownership of projects and see them through to successful completion.

What Success Looks Like

• Customers are successfully onboarded on time and within scope.
• Training sessions receive positive feedback and drive user adoption.
• Strong and lasting customer relationships are established.
• High customer satisfaction and product engagement levels are achieved.
• Customer requirements are addressed proactively through effective collaboration with internal teams.