Client Support Associate

The construction industry is rapidly evolving, help us drive the transformation at Simpel.

The construction industry has dreamt of a world that isn’t a maze of paper trails and delays, at Simpel we’re turning that vision into a reality. Founded in 2018, our cloud-based platform is already empowering over 350,000 users at industry giants like Lendlease and Multiplex. By centralising construction operations into a unified platform, Simpel helps organisations deliver projects on schedule and on budget, while also boosting safety, productivity, and quality.

We are growing rapidly, scaling up our services and building our team, come join us as Client Success Manager!

Overview

Simpel’s Client Success team takes ownership of the whole customer experience and plays a key role in driving digital transformation across our clients’ projects and organisations. The team works closely with the product & development team as well as marketing and sales to improve customer experience at every touchpoint in and out of the product.

About this role

As a Client Support Associate, you will be a key point of contact for clients, providing frontline support and ensuring a seamless experience. You will play a crucial role in responding to client inquiries, maintaining accurate records, and contributing to the ongoing improvement of our customer support processes.

This position will suit candidates looking to build a foundation in a rapidly growing specialisation in the SaaS industry. This position offers a pathway for growth and development, with opportunities to advance into a Client Success Manager career track.

What You’ll Be Doing:

• Developing and nurturing relationships with all stakeholders to ensure strong communication and trust.
• Creating electronic forms tailored to client needs, ensuring seamless functionality and ease of use.
• Providing frontline support by managing our help desk, responding to client emails and phone calls promptly and professionally.
• Assisting with client demos and training sessions by preparing materials and supporting the team during delivery.
• Creating and maintaining client support materials, including guides, videos, and knowledge base updates.
• Delivering basic training to clients, ensuring they understand how to effectively use the platform.
• Handling daily office tasks to support smooth team operations.
• Tracking and reporting on client health by maintaining accurate records of client interactions and touchpoints
• Gaining a comprehensive understanding of the application and how clients engage with it.
• Acting as the voice of the client internally, providing feedback and contributing to product design, testing, and new feature implementations.
• Enhancing the Client Success team through initiatives and continuous improvement projects.
• Contributing to broader company projects as required.
• Conducting product testing and improvements by evaluating new software functionality and usability.

Your Skills

Base requirements: One-plus years in administrative or customer facing work. Good working knowledge and/or interest in software.

Winning attributes:

• You thrive in the fast-paced world of a growing startup.
• You’re self-motivated, proactive, and committed to delivering excellence.
• You excel at multitasking in a dynamic environment.
• You’re interested in industries like property, construction, or software.
• You quickly grasp complex systems and ideas and take ownership of your learning.
• You communicate complex concepts clearly and effectively, both in writing and verbally, to diverse audiences.
• You have a genuine passion for people and take pride in contributing to their success.
• Detail-oriented and professional, you never miss the small but important things.
• You present yourself with confidence and are always punctual.

How to apply