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Customer Success Manager

3 months ago

West Melbourne, Victoria, Australia StarRez Full time

About us
StarRez is renowned for impacting millions of students' lives yearly with industry-leading student housing software. We have a global customer base of over 750 major institutions, supported by a global team. Our platform manages more than 2 million beds globally.

Many of the most prestigious universities, colleges and property managers across the globe rely on StarRez to transform their student residential experience.


The role


The
Customer Success Manager is responsible for managing customer health, maximizing efficient and valuable system usage, overall customer satisfaction and lifetime value.

They are responsible for ensuring positive customer health, building long-term relationships and proactive problem-solving.

Customer Success Managers are strategic and supportive partners for customers at every stage of the buying process.

They're focused on building loyalty to ensure long-term customer retention by presenting product information, addressing customer issues, regularly communicating with customers and helping the sales team with upsells and renewals.


Responsibilities for Customer Success Manager

  • Proactively engaging customers and having a full understanding of customer health
  • Analyzing customer data to improve customer experience. Understand customer outcomes by communicating with customers, analysing customer health metrics, running NPS and gathering other feedback
  • Conducting business process reviews and product demonstrations for customers
  • Drive utilization. Increase customer's use of the Starrez products, educate and ensure valuable use of the Starrez system, find opportunities to expand product usage
  • Sustaining business growth of customers and lifetime value
  • Provide Post Go-Live support. Supporting customers as they transition from sales and services and maintaining close relationships with customers beyond projects
  • Work directly with customers to help solve their problems, provide insights and ensure their satisfaction, communicating their problems and working with internal and external stakeholders to document and potentially solve them in order to increase overall satisfaction and customer health
  • Maximizing retention and driving renewals
  • Adhere to the predesignate scope of hours allotted for each customer, engagement plans and achieve team metrics
  • Provide monthly reporting to key internal stakeholders

Other

  • Additional Duties and Projects as assigned and required by the business need
  • Travel as needed (less than 1% of the time) with advanced notice

Skills

  • Customer Service able to actively listen and focus on resolving the needs of internal and external customers
  • Strong call handling soft skills required
  • Strong software and hardware troubleshooting skills required
  • Strong research and problemsolving skills
  • Strong organization and presentation skills
  • Ability to provide business process consultation
  • Proficient User of Microsoft Office Suite and support systems (JIRA, etc.).
  • Excellent attention to detail.
  • Able to maintain a high level of productivity, manage multiple competing priorities, and work effectively under pressure and with time constraints in a fastpaced teamoriented environment
  • Strong judgment, issues management, and problem analysis techniques
  • Experience working in Database Driven Applications
  • Effective written and verbal communication skills.
  • Firm understanding of the use of technology and data to support decision making

Knowledge and Experience

Essential

  • 3 Years of customer service, success or similar customerfacing experience required
  • Associates or bachelor's degree a plus
  • Software experience
  • Completed Microsoft or other Applicable Industry Certification

Desirable

  • BS/BA in IT related discipline/business related field preferred but not required
  • Experience using a CRMs such as Salesforce.
  • Knowledge of StarRez and other Student Housing products and how they are used by our customers is a plus.
  • Strong collaboration, teamwork, and relationshipbuilding skills across multiple levels and functions within an organization

Benefits of working at StarRez

  • You will be part of a vibrant and supportive culture, with weekly team lunches.
  • Worldclass open office spaces.
  • We have a fun committee (FABO) to organise our team bonding activities.
  • We are a hybrid workplace and offer flexible working hours
  • You will have access to professional development opportunities.
  • Participation in the StarRez Cares program.
  • Clear career progression within the team.
  • Be part of a global team, participate in monthly global meetings and partner with team members in different countries.
  • Longevity: We have a solid longevity in our team with people with 20+ years of tenure and yet super welcoming to new people and new ideas.
  • Z-Factor: Our most celebrated value, you will work with a team of caring, energetic, highperforming, and passionate people who have fun supporting our visio