Customer Success Manager

etrainu is an established leader in online learning design, development, delivery and assessment founded in Australia. Delivering custom solutions to SME organisations Domestically and Internationally. Our customer first approach is driving rapid growth in our SaaS products.

As a Customer Success Manager, you will be building strong relationships with etrainu's client base, ensuring their successful adoption & utilisation of our product, and driving long-term customer satisfaction and retention. Your focus will be on managing critical customer engagements, ensuring proactive account, relationship & technical support, and fostering strong relationship with internal and external stakeholders.

In your role as a Customer Success Manager, you are responsible for ensuring best practice utilisation, providing bespoke configuration recommendations, and achieving high levels of satisfaction through our clients use of our technical product. This role combines technical expertise with customer-centric practices, serving as a liaison between the customer and the technical aspects of etrainu and our offerings. You will provide tailored training, track customer progress, make proactive recommendations, have the ability to configure and talk to technical components of our platform, and expertly translate client needs & goals into technical solutions in platform to ensure the ongoing success, retention & expansion of your client base, and ensure long-term customer satisfaction, adoption and use of our offerings. To be successful in this role, you'll be an expert in customer centric best practice, as well as delivering technical and strategic guidance.

As a Customer Success Manager at etrainu you'll be responsible for;

• Acting as the primary point of contact for assigned clients, building strong relationships and understanding their business needs and goals, and relay this into actionable account success plans & technical configuration scope documentation
• Collaborate with clients to develop and execute their tailored success plans, ensuring they achieve their desired outcomes, to maximise product adoption and value of the etrainu solutions
• Provide proactive guidance and best practice recommendations to clients on etrainu & our product features, focussing on strategies to optimise their usage of our platform
• Conduct regular health checks on their account, quarterly business reviews to assess their success plan progress, & address any challenges, and identify opportunities for growth or product adoption
• Be the voice of your customer - act as a problem solver and advocate, addressing any concerns or needs, with innovative & collaborative solutions for resolution
• Collaborate with cross-functional teams, including Sales, Product, Content, Marketing and other internal teams, to ensure a seamless customer experience and successful resolution of client needs
• Use your clients data and usage to identify trends, make recommendations & account plans for usage improvements, and proactively resolve any concerns or escalations effectively & early
• Proactive and consistent outreach during your clients onboarding & ongoing use of their solution to provide guidance and support
• Champion customer feedback and insights internally, contributing to product enhancements and improvements based on client input
• Stay informed with industry trends and best practices in learning & development, client base industry verticals, SaaS technologies, and related fields to continually provide value to clients.

What Will You Bring

• Experience with a minimum of 3-5 years in Customer Success Management or account management, including some exposure to enablement, training, coaching, and development roles and organisations
• Familiarity and usage of Customer Success tools such as Client Success, Hubspot, Zendesk
• Expert relationship management skills, with the ability to build, trust, and credibility with all levels of stakeholders within your clients organisation
• Proactive approach to identifying and addressing client needs in both the technical and relationship management arena's, as well as innovative problem solving through a deep understanding of the clients needs and our solutions at etrainu
• Experience interpreting contract terms and amendments with customers, expertly understanding their needs, our solutions and offerings, and translating this effectively to ensure customer understanding, as well as partnering with customer to achieve desired outcomes
• Proficiency in analysing data and translating insights into actionable recommendation to each client, showing an understanding of their needs and proving a joint-venture focus
• Self-motivated, adaptable, and able to thrive in a fast-paced and evolving environment

Technical skills:

• In-depth understanding of the technical aspects of our product and service.
• Familiarity with relevant software, tools, and platforms.
• Ability to analyse and troubleshoot complex technical issues efficiently.
• Ability to translate technical requirements, configure and demonstrate solutions to customers as well as implement these solutions effectively
• Effective communication to convey technical information to diverse audiences.
• Efficiently managing tasks, projects, and workflows.
• Working seamlessly with cross-functional teams for a cohesive approach.

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time
• IndustriesE-Learning Providers

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