Job Title: Customer Success Consultant

Location: Philippines

Reports To: Service Delivery Manager

Employment Type: Full-time

Role Summary

The Customer Success Consultant will work closely with Meshed Group clients using our product and software solutions to drive customer satisfaction, enhance user experience, and ensure platform adoption and retention. This role is a blend of proactive customer engagement and responsive support, aimed at maximising the value our customers gain from the platform.

The consultant will regularly engage with client users and key stakeholders to gather feedback, offer strategic advice on best practices, and coordinate the resolution of critical issues. They will also identify underutilised accounts through data insights and help clients improve business outcomes through enhanced platform usage.

In addition, the role will support the service desk by responding to support tickets, resolving incidents, and coordinating platform enhancements and customisations.

Tasks and responsibilities

Primary Responsibilities:

• Build and maintain strong relationships with client users and key contacts across the assigned customer base.
• Take ownership of customer success, ensuring full value is delivered from purchased products and services.
• Participate in implementation handover meetings to understand project background and customer expectations.
• Communicate and supervise detailed steps to support team to ensure a smooth post-implementation experience.
• Act as a liaison during the transition from implementation to operational use of the platform.
• Lead regular meetings with clients to review platform usage, resolve concerns, and share insights.
• Coordinate resolution of critical issues, taking full ownership until closure.
• Conduct platform audits to identify areas of underutilisation and provide tailored recommendations.
• Act as the voice of the customer, sharing feedback and industry trends with product teams to guide future development.
• Proactively identify clients who need support in adopting the platform more effectively and prepare a tailored plan of action.
• Recommend new modules, integrations, or features to enhance client outcomes and coordinate handovers to Sales for upselling opportunities.
• Lead or contribute to service improvement initiatives across the organisation.
• Collaborate with internal teams to foster a culture of knowledge sharing and continuous improvement.
• Provide weekly progress reports to the Supervisor or Delivery Manager.

Secondary Responsibilities:

• Respond to overflow support requests via phone, email, and service desk tickets.
• Resolve platform-related queries and incidents within established SLAs.
• Monitor and action incoming platform update and enhancement requests.
• Ensure customer information is accurate and up-to-date within internal systems.
• Keep customers informed of support ticket progress and outcomes.
• Test and replicate reported software bugs to assist developers and QA teams.
• Escalate complex issues to team leaders or the service delivery manager as needed.
• Identify and escalate risks affecting service delivery.

Qualifications & Experience:

• Minimum 2 years' experience in Customer Success, Account Management, or a client-facing role.
• Bachelor's degree in business, Computer Science, or a related discipline.
• Previous experience in SaaS or technology support environments.
• Strong ability to manage client relationships and set/manage expectations.
• Customer-first mindset with demonstrated empathy and problem-solving skills.
• Strong interest in learning methods, platforms, and logic.
• Proven experience engaging with stakeholders across various organisational levels.
• Competence with tools such as Zendesk, Zoom, Microsoft Teams.
• Availability to work Monday-Friday between 08:00 am and 7:00 pm AEST.

Non-Negotiable Skills & Attributes:

• Excellent written and verbal communication skills.
• Demonstrated ability to deliver exceptional customer service and foster appreciation.

Additional Skills:

• Strong customer-centric mindset and empathetic approach.
• Excellent problem-solving and critical thinking skills.
• Ability to work independently and collaboratively within cross-functional teams.

Key Performance Indicator (KPIs):

• Increase in customer satisfaction scores (CSAT/NPS).
• Minimum 20 client outreach activities and 4 client meetings per week.
• Identification and referral of upsell/cross-sell opportunities.
• Timely resolution of client disputes and complaints.
• SLA compliance for support ticket resolution and task completion.

Initial Screening Test Scenario

Scenario Title:

Turning Around a Low-Engagement Customer

Background:

You've been assigned to manage a client who implemented the Meshed platform 8 months ago. However, usage data shows that only 30% of the platform's core features are being used. The client has raised concerns about value for money and platform complexity, and there's a risk they may not renew their contract.

You are expected to take immediate steps to address the situation, improve customer engagement, and demonstrate the platform's value.

Instructions for the Candidate:

In your response, please outline how you would:

1. Engage with the client to better understand their concerns and goals.
2. Identify barriers to platform adoption within their organisation.
3. Provide solutions or actions to improve their use of the platform.
4. Communicate internally to ensure long-term success for the client.
5. Highlight how you would measure the success of your efforts.

You may write your response as a short strategy memo or step-by-step action plan (max 400 words).

Evaluation Criteria:

Skill Area What We're Looking For

Customer-Centric Thinking Ability to empathise with client concerns and align with their goals

Problem Solving Clear, structured thinking in diagnosing and addressing the issue

Platform Adoption Tactics Creative or practical strategies to improve feature uptake

Communication Professional, confident, and collaborative communication style

Ownership and Initiative Willingness to lead, follow through, and engage cross-functionally