Customer Success Specialist

About Us Link4 is an e-Invoicing solution that allows businesses to exchange invoices electronically. Job Description Location: Hedges Court, Colombo 10 (Hybrid - Minimum 3 days per week in-office) Company: Link4 Work schedule: 7.00 am to 3.30pm (Sri Lankan Time, aligned with Singapore business hours) About Us At Link4, we are dedicated to streamlining invoicing processes and improving operational efficiency for our clients. As a trusted provider of e-invoicing solutions, we are seeking a motivated and customer-focused eInvoicing Client Support Executive to join our dynamic team and contribute to our growing success. Job Description As a Customer Success Specialist, you will play a pivotal role in ensuring our clients achieve success with the Link4 eInvoicing platform. Your focus will be on building strong client relationships with our Support Team, driving adoption, providing strategic guidance, and acting as a trusted advisor to help clients maximize the value of our solution. You will serve as the bridge between clients and internal teams, helping to identify opportunities for improvement, support adoption, and ensure a seamless, satisfying client experience. Key Responsibilities Serve as the primary point of contact for assigned clients, fostering long-term relationships and driving engagement with the platform. Proactively support client onboarding, training, and adoption of Link4 e-invoicing features through multiple engagement channels, including live chat, support tickets, and virtual meetings or remote training sessions. Monitor client health and usage metrics, identify risks, and recommend interventions to improve satisfaction and retention. Collaborate with internal teams (technical, product, and support) to resolve client issues, implement solutions, and advocate for client needs. Conduct regular check-ins, business reviews, to ensure clients are leveraging the platform effectively. Collect and analyze client feedback to inform product enhancements and improve the overall user experience. Support clients with complex workflows and strategic guidance related to e-invoicing processes. Educate clients on industry trends, best practices, and compliance requirements to ensure successful outcomes. Requirements 4+ years’ experience in a customer success, account management, or client-facing role in a SaaS or tech environment. Strong communication and interpersonal skills, with the ability to influence and build trust with clients. (Slack, MS Teams/Zoom) Experience with CRM, ticketing, and project management tools (e.g., ZohoDesk, Jira). Strong analytical and problem-solving skills with a customer-first approach Ability to manage multiple client relationships, prioritise tasks, and work proactively. Knowledge of e-invoicing, accounting, or financial systems is an advantage. High attention to detail and a proactive mindset. Desirable Qualifications: ● Degree in IT, Business Information Systems, or related field (or equivalent professional experience). ● Certifications in ITIL, customer success, or relevant technical certifications (preferred). ● Prior experience in tax/regulatory compliance, or e‑invoicing systems (preferred). What We Offer Benefits What We Offer? •Competitive salary and benefits package. •Opportunities for career development and upskilling. •Collaborative, inclusive, and supportive work environment. •Flexible hybrid work model (minimum 3 days per week onsite). How to Apply If you're passionate about clients' success and eager to contribute to the future of eI invoicing, we’d love to hear from you! Apply now and join the Link4 team. ​