Customer Success Representative

Join the Customer Success Representative role at SoftCo.

SoftCo is a fast-growing global Procure-to-Pay (P2P) and Accounts Payable (AP) Automation SaaS company and we are looking for motivated, dynamic and collaborative people to be part of our exciting journey. Our AI-powered Automation technology is transforming how companies manage their Procure-to-Pay processes, improving efficiency, reducing fraud and ensuring compliance.

With 35 years' experience, SoftCo adopts a customer-centric approach and ranks highest in independent customer satisfaction surveys. We are proud that all our projects are successful, and that our market-leading technology makes a real difference to our customers and their organizations. We operate from offices in the US, Finland, UK, Kosovo and Ireland. We have over a million users worldwide including Volkswagen, Patagonia, Primark, Logitech and all 80 departments of the Finnish Government.

In conjunction with the Customer Success Manager, you will be responsible for developing and maintaining strong relationships with assigned customers to ensure high levels of customer satisfaction. This will include engaging with new and existing customers to ensure a positive customer experience. The role holder will also provide help, guidance and coaching to the customer to improve their SoftCo10 utilisation and satisfaction.

• Assist in the management and development of long-term business relationships with SoftCo customers by understanding their business goals and responding to their requests.
  
• Be a point of contact for customers and work closely with the Customer Success Manager, Customer Services and Product Development teams to manage customer escalations (e.g., queries, issues, feature requests, improvements).
  
• Become an expert in our products/services and stay up to date with product enhancements, act as a consultant and share best practices with customers.
  
• Proactively engage with customers to conduct customer reviews/health-check meetings and obtain feedback, review product usage and adoption, present new features and enhancements and identify upsell opportunities for Sales.
  
• Help monitor customer satisfaction through available metrics and assessment and carry out follow-up actions as necessary.
  
• Use insights and data to prepare reports and analysis about customer satisfaction levels, reported issues, use cases and requirements and recommend actions to the Customer Success Manager and Senior Management Team.
  
• Ensure adherence to company policies and compliance standards at all times.
  
• Maintain professional standards at all times, both internally and externally at meetings and demonstrations.
  
• Deliver other ad-hoc duties as required.
  

• Bachelor's degree in a relevant field (e.g., Business, Finance, Computer Science) or equivalent experience.
  
• Minimum of 2 years relevant experience in a customer facing role, preferably in Fintech.
  
• ERP experience and knowledge of business processes in accounts payable, highly desirable.
  
• Adaptable and quick to learn new information.
  
• Strong interpersonal communication and presentation skills with the ability to communicate and present technical information in non-technical terms using the customers language.
  
• Proactive approach and commercial focus.
  
• Customer focused, structured and highly organised.
  
• Strong listening skills and ability to understand others' viewpoints.
  
• Ability to work independently and as part of a team.
  
• Thrive in a demanding environment and adjust to constantly evolving priorities when needed.
  

This is an opportunity to expand your knowledge, develop your career and work with state-of-the-art technology in a rapidly growing sector. We encourage our team to be ambitious and in SoftCo there is a culture of progression. We support your development by investing in training and partnering with leading learning platforms and providers. Uniquely, our structure means you work directly with the most senior leaders in the business, who see your potential.

A competitive remuneration package is on offer and our benefits package includes membership of our on-site gym (Dublin), company paid health insurance, life assurance, pension, bonus package, long service incentive awards and an employee referral scheme. If working for one of the most innovative technology companies is your thing, then look no further.

SoftCo is an equal opportunities employer. Learn more about us at

Location: Dublin, Ireland

Salary: €35,000.00-€42,500.00