Client Success Manager

4 weeks ago

Canberra, ACT, Australia Lyra Technology Group Full time

Since 1996, Centrered has been part of the Canberra community providing quality managed IT and professional services. Our core values are critical to our continued success and underpin our approach to all aspects of our work.

About Your Team

Client Success encompasses the partnership lifecycle of Centrered. They build trust with our clients and provide the link to a wholistic exceptional experience across the whole business. Their success allows the business to continue to invest in itself.

About Your Role

As a CSM, you work closely with a portfolio of clients ensuring they have the best-in-class service and IT solutions that drive their business forward. With regular client visits and working closely with all stakeholders understanding our client's needs, you will further help build and develop your client base.

Your Day to Day

  1. Build strong client partnerships, especially with key client stakeholders and sponsors.
  2. Manage nominated clients to the extent that their organization's IT needs are entirely met by Centrered.
  3. Maintain and enhance existing client relationships by providing consistent, responsive, and professional levels of service.
  4. Act as the key point of contact for each nominated client.
  5. Establish and maintain Client Success Plans with monthly and quarterly meetings for your clients.
  6. Proactively conduct strategic account reviews with all nominated clients to review their service needs and usage trends, and to identify products and pricing that meet client needs and business objectives.
  7. Identify accounts whose revenue may be diminishing to address any 'at risk' clients and reach out to those clients to ensure they are retained.
  8. Establish and maintain a relationship with the Service team to ensure that resources are available to support the client's IT needs and work as a team under any established pod/service structure.
  9. Address all product-related queries in a timely manner.
  10. Build and manage a sales pipeline for nominated clients.
  11. Prepare and follow up quotes and proposals for nominated clients.
  12. Identify potential opportunities with new and existing clients that align with Centrered's strategy and convert this to new business.
  13. Lead teamwork and collaboration for the success of clients through the POD or any other structure(s) in place.
  14. Assist the Sales Coordinator with scoping of complex proposals and solutions, where required.
  15. Understand the technology solutions applicable to each client site and where appropriate develop and deliver training to ensure there is a high-level understanding of the technology needs.
  16. Analyze client systems and advise upgrades or additional features to meet their requirements.
  17. Be involved in nominated client projects to ensure successful completion, where required.
  18. Assist in developing and streamlining Client Success policies, processes, and procedures.
  19. Support the growth and development of Centrered.
  20. Actively engage and role model collaborative work practices within the team and with other teams.

Your Technical Skills

You will have these or be able to work towards:

  1. Strong Customer Service attitudes and knowledge.
  2. Product and services knowledge.
  3. Microsoft 365, Microsoft Azure, and Copilot for Microsoft 365 fundamentals.
  4. Key Account Management fundamentals.
  5. Business analysis and requirements gathering.
  6. Communicating with Influence.
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