Customer Success Operations Specialist

Position Objectives:

As a Customer Success Operations Specialist, you will be collaborating with the Australian GreenSketch Customer Success Management (CSM) team to delivery effective platform demonstrations, support customer engagement, maintain accurate CRM records, and assist with customer enquiries to improve onboarding, activation and ongoing platform adoption.

Key Duties and Responsibilities

1. Platform Demonstrations

• Deliver comprehensive, end-to-end demonstrations to GreenSketch clients, showcasing the platform's key features, functionality and workflows.
• Follow the demonstration pitch developed in collaboration with the Customer Success team to ensure consistency in messaging and the customer experience.
• Meet agreed daily and weekly demonstration targets and ensure all client questions are addressed or appropriately escalated.

2. Demo Coordination & Follow-Up

• Confirm all demonstration bookings via email, including the date, time, meeting link and relevant details.
• Proactively contact clients to reschedule cancelled or unattended demonstrations and maximise attendance rates.
• Follow up on outstanding client queries and concerns to support successful onboarding and platform adoption.

3. CRM Management & Reporting

• Accurately record demonstration outcomes, client feedback, notes and follow-up actions in the relevant CRM tools following each interaction.
• Provide a weekly report to the Team Lead outlining activity levels, demonstrations completed, booking and attendance outcomes, client feedback, recurring concerns and recommended follow-up actions.

4. Customer Support & Issue Escalation

• Assist with responding to Intercom enquiries from installers and retailers through the GreenSketch platform's live chat function.
• Provide timely and accurate responses to customer questions and assist with resolving issues where appropriate.
• Escalate product-related questions, technical issues and service concerns to the relevant CSM or support team when further assistance is required.

5. Team Collaboration

• Work closely with the Australian GreenSketch CSM team to coordinate demonstrations, share customer insights and support client engagement initiatives.
• Communicate recurring customer feedback, product requests and common barriers to platform adoption to the Team Lead and relevant internal teams.
• Contribute to continuous improvements in demonstration quality, customer experience and overall platform engagement.

Experience and Requirements

1. English Proficiency: Fluent English with clear, professional verbal communication. A neutral accent is preferred to ensure effective communication with Australian clients.
2. Industry Knowledge: A basic understanding of the solar and battery installation industry is preferred; however, comprehensive product and platform training will be provided.
3. Communication Skills: Excellent verbal communication and active listening skills, with the ability to build rapport, understand customer needs and confidently handle objections.
4. Demonstration Skills: Comfortable delivering online platform demonstrations, explaining key features and workflows, and responding confidently to platform-related questions.
5. Target-Driven Mindset: Proactive, results-oriented and motivated to achieve daily and weekly activity and demonstration targets.
6. Resilience & Adaptability: Able to manage rejection, respond positively to feedback and maintain a professional, persistent approach to customer engagement.
7. Attention to Detail: Strong organisational skills, with a commitment to accurate CRM records, timely follow-ups and consistent administrative processes.
8. Team Collaboration: Able to work collaboratively with the Australian Customer Success team, follow established processes and escalate customer enquiries appropriately.

#LGS