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Customer Success Coordinator

Trellis Technologies Full Time

Job Description

About the Company

Trellis Technologies an Adelaide based Software and Data-as-a-Service that operates in the “E” of the ESG space. We support organisations to speed up their sustainability journey towards net-zero targets and utility / resource optimisation.

Trellis leverages various technologies to intercept, process and interpret large volumes of financial grade data to support business and government make better data-based decisions, boost sustainability, optimise operations and ultimately achieve better environmental and financial outcomes.

Since launching in 2018, Trellis has achieved incredible success in growing a national clientele made up of customers including: local and state government, Universities, and large corporates.

The business has a highly capable and experienced core team, is well funded by a group of committed investors, well supported by a highly experienced board, and has developed a clear strategy for continued growth.

The Position

Reporting directly to the Customer Success Manager, this position performs a critical role in servicing our growing client base by assisting with their data and software needs. Working alongside the Customer Success Team, this position requires both strong people skills and familiarity with data management. With primary responsibilities including client liaison and troubleshooting to identify and respond to customer needs and also data review, input and verification to ensure a smooth onboarding process, the role has a varied mix of responsibilities.

To be successful in this role you must be a natural problem solver and have a high level of computer literacy, including familiarity with CRM platforms and be comfortable dealing with the review, manipulation and formatting of large and varied data sets.

We are looking for a customer minded team player, who has both attention to detail and the ability to think on their feet to proactively address customer requests.

If you were in this role, here are some of the things you would be focusing on to ensure Customer Success:

  • Addressing and responding to client queries through phone, email and video link
  • Troubleshooting client software issues and back end software issues and liaising with relevant internal teams to resolve
  • Working with the Customer Success Team to facilitate a smooth onboarding process, including facilitating client training and relationship building
  • Data processing – review, format and entry of client data into required systems
  • Quality and validation checks of client data
  • Review, maintenance and documentation of workflow automations across a variety of software systems.

Of course, you will need to love working in the sustainability and tech space but you will also have:

  • Experience in a client facing role and a passion for understanding our clients and their requirements
  • Well-developed interpersonal, verbal and communication skills
  • A solid ability to understand and effectively document workflow tracking to assist in evolving workflow automation
  • Ability to work collaboratively in a team environment with a passion for innovation
  • Interest in and capacity to acquire an understanding of sustainability processes – experience in corporate utility management and sustainability will also be highly regarded
  • Strong organizational and time management skills
  • Critical Thinking mindset with ability analyse and evaluate client and data issues and recommend solutions to both internal and external stakeholders
  • High information technology literacy:
    • demonstrated competence in the Microsoft suite with a minimum intermediate competency level in Excel
    • familiarity with regular expression language and SQL is desirable
    • previous experience in HubSpot & Atlassian suite is desirable.

Why Trellis?

  • Full training provided
  • Opportunity to make a real difference in the sustainability tech space
  • Great location based in Lot Fourteen in the Adelaide CBD.
  • Supportive work environment with an excellent team culture.
  • Work with a smart, collaborative, innovative tech team that tackles complex and interesting problems.

About Trellis Technologies

Trellis Technologies is the adaptable carbon accounting and reporting SaaS solution for Scope 1, 2 and 3 emissions in Australia and New Zealand.

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