Customer Success Manager

6 months ago

Brisbane, Australia Actionstep Full time

Actionstep is a pioneer in the development and sale of software-as-a-service (SaaS) products, specializing in the delivery of Legal Practice Management software. We are a fast growing, dynamic business with a global customer base and team. Headquartered in Auckland, New Zealand, with team members in the United Kingdom, United States, and Australia, we are dedicated to helping thousands of lawyers worldwide run highly successful legal practices.

Based in Brisbane you will have proven experience in the legal or accounting industries. You will be a strategic and supportive partner for our customers in this opportunity. As a tenacious and empathetic expert, you will proactively engage in the day-to-day management of your accounts, including strategic account planning and customer success issue resolution.

Reporting to the Manager of Customer Success, you will be responsible for developing and maintaining existing and new customer relationships while leading the customer to full adoption of our product. We are looking for someone who is customer focused, social, and analytical. You will possess an aptitude for learning and using new software and be someone who can communicate clearly and effectively. This is a chance to make an impact in a successful cloud-based technology business.

This is a great opportunity for someone with great get-up-and-go and fantastic customer skills to join a tech company

**What you will do**:
As a Customer Success Manager, you will play a pivotal role in ensuring the success and satisfaction of our valued customers. Your responsibilities encompass a broad spectrum of activities aimed at building enduring relationships, addressing critical issues, and maximising the value of Actionstep's services.

**Here's how you'll make an impact**:
**Relationship Building and Issue Resolution**: Build enduring customer relationships by resolving issues promptly and tailoring solutions to their needs.

**Primary Interface and Ambassador**: Act as the main contact point to manage critical situations and educate customers on Actionstep's capabilities for effective usage.

**Risk Management and Proactive Retention**: Evaluate customer risk, proactively preventing dissatisfaction, and driving retention throughout their lifecycle.

**Autonomous Account Management and Advocacy**: Independently drive accounts while advocating for customers and reporting feedback to stakeholders.

**Customer Engagement and Product Updates**: Conduct regular in-person meetings, prioritize customer requests, and communicate updates for an exceptional experience.

**Advocacy Development and Best Practices**: Establish advocacy relationships with key customers, sharing best practices to enhance processes continually.

**Strategy Alignment and Revenue Management**: Align with customer strategy, conduct business reviews, and manage revenue through retention, renewal, and product adoption.

**The KPIs you will own**:

- CSAT (Customer Satisfaction) for Customer Success interaction
- Increase of NPS (Net Promoter Score) (owned with the Customer Team Organization)
- Customer churn percentage (owned by the Customer Success Organization)
- CHS (Customer Health Score)

**Who you are**:
**Compassionate**: you can mediate, counsel, and empathize with both internal and external teams to ensure customer expectations are managed while validating different experiences.

**Curious**: you want to find the answers and will work all the angles to get it done. You go above and beyond with in-depth research and evaluation to solve complex problems.

**Principled**: you build credibility and trust by understanding and addressing customer requirements.

**Results-focused**: you like to check things off your list and have a bias for action, using your decision-making prowess to make decisions quickly and solve problems.

**Detail-oriented**: you zoom in on the important facts and connect the dots between seemingly unrelated items.

**Collaborative**:you thrive when sharing ideas and connecting with the right people to find solutions

**Cool under pressure**:you know how to focus and keep your eye on the results.

**Requirements**:
**What you will bring**:

- Accounting / trust accounting knowledge
- Exposure to the legal industry (working with lawyers and law firms)
- A strong understanding of technical vernacular in order to effectively communicate with customers and internal teams.
- Experience working with Microsoft Teams, Churn Zero, Fresh Desk, Zoom, Azure
- 2+ years of experience in a Customer Success, Consulting or Sales related field
- Confident, high energy, self-motivated and a true team player
- Creative thinker, strategic and proactive
- Ability to effectively communicate through all mediums (virtual, verbal, listening, written).
- Strong aptitude for technical software products
- Ability to build credibility and trust by understanding and addressing customer requirements
- Proven track record of sustaining & growing complex relations

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