Customer Success Representative

At Shireburn, we help businesses work smarter through innovative HR, payroll and business software solutions. As a Customer Success Representative, you'll play a key role in helping customers successfully implement, adopt, and maximise the value of our products while building strong, long-term relationships.

Key Responsibilities

• On board new clients, manage project timelines to meet deadlines and budgeted hours.
• Understanding the client's needs to implement the most fitting solution required to satisfy the requirements.
• Update project status regularly and timesheets on the project management software for clients and internal teams.
• Conduct end-user training sessions including 1-2-1 and class type; on client site, our premisses and via online platforms in order to train the client on how to use and maximize the benefits of the software.
• Keeping abreast with the upcoming and new product functionalities to be able to relay updated solutions to the customer.
• Effectively communicate new requirements encountered during implementation with the customer success senior members, following up with product and development teams;
• Maintain high client satisfaction and positive client relationships.
• Ensure project success through post-implementation 30 and 90 day follow ups.
• Maintain a high level of product knowledge.
• Respond to customer submitted implementation support requests.

Skills & Qualifications

• Bachelor's degree in Business Administration, Project Management, IT or a related field. (or equivalent level in other related courses)
• 1+ years of experience in a customer-facing role, ideally within SaaS or software implementations.
• Organizational and time management skills.
• Good problem solving and analytical skills.
• Team player with good communication and interpersonal skills.
• Adaptable and flexible to changing project requirements.
• Effective in delivering engaging training sessions to an audience.
• Good communication skills in both Maltese and English and interpersonal skills is an asset.
•  Ability to handle stressful situations and remain patient and polite.

Nice to Have

• Experience working with People software including Payroll, HR or Time and Attendance systems.

You’ll thrive in this role if you

• Feel confident delivering training and presentations.
• Are proactive, solution-oriented, and customer-focused.
• Have an interest in technology and business software.

What success looks like

• Customers are onboarded successfully and on time.
• Training sessions are engaging, effective, and well received.
• Strong customer relationships are built and maintained.
• High levels of customer satisfaction and product adoption are achieved.
• Customer needs are addressed proactively through close collaboration with internal teams.