Customer Success Manager

3 weeks ago

Geelong, Victoria, Australia Forms Express Full time

Are you looking to take your Customer Success Management skills to the next level?

Forms Express, part of Valsoft Corporation revolutionises the way payment solutions are delivered. Our innovative and flexible payment options are tailored to meet the unique needs of local government billing in Australia and New Zealand. Join us in 2025 as we do more with eNotices, Flexipay and AI

Why You'll Love This Role

Reporting to the COO, the Customer Success Manager is a hands-on role that allows for collaboration with many teams including Data, Development, and Production to deliver results. You will have the opportunity to lead a small, capable team to drive customer success initiatives. Be the key contact for council and utility, in a stable and growing industry.

Key Responsibilities
  • Be the first point of contact for client queries, support, and escalations.
  • Manage job submissions for rates, water notices, and other customer jobs.
  • Conduct post-run reviews and proactive customer calls.
  • Plan and schedule jobs, coordinating with data, development, and production teams.
  • Monitor stock orders and levels for customers.
  • Prepare and issue customer invoices and maintain accurate job records.
  • Generate operational reports and recommend process improvements.
  • Lead and mentor a small team, ensuring KPIs and service levels are met.

Qualifications & Skills
  • 3+ year's experience in a customer success, client services, or operations coordination role.
  • Strong administrative and organizational skills, with high attention to detail.
  • Experience with job scheduling, invoicing, and reporting.
  • Proven ability to manage customer relationships and handle escalations professionally.
  • Team leadership experience (small team or supervisory role).
  • Ability to work cross-functionally with data, development, and production teams.
  • Strong problem-solving skills with a customer-first mindset.
  • Proficiency in Microsoft Office, CRM systems, and ERP or job management tools.

Why Forms Express?

Industry Leadership - work with a pioneering company in payment and AI solutions for local government, as well as secure print, mail, and digital services.

Growth Opportunities - develop your professional skillset and advance within a supportive environment.

Collaborative Culture - join a tight-knit, energetic team that values innovation and continuous improvement.

Competitive Compensation - enjoy a fair salary, benefits that reflect your contributions and free parking.

Join Forms Express. Apply to register your interest. Please note only shortlisted candidates with working rights will be contacted.
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