Customer Success Manager

2 weeks ago

Sydney, Australia Assignar Full time

**About us**:
We're a mission-led cloud-based construction tech startup. Sean McCreanor (co-founder and CEO) started Assignar in 2014 after experiencing the painful lack of offerings available to him as a contractor to run his own business operations. Cut to present and Assignar works with hundreds of customers, ranging from multinational, multi-billion-dollar companies to specialist contractors.

We've found product-market fit: Assignar is an all-in-one platform, now leading the way in digital construction operations built for contractors. We enable teams to have real-time visibility on jobsites to successfully schedule the right workers to the right projects, track equipment efficiently, and make well-informed, data-driven decisions for future projects.

We have a talented and diverse global team. Assignar was born in Australia and is now headquartered in Denver, Colorado, with team members also in Aus, and N.Z. Plus we're expanding to the U.K soon

**About you**:
**Day to Day you will**:
As a Customer Success Manager (CSM) at Assignar, you will be responsible for building strong and lasting relationships with our clients to ensure their success in utilising our software platform. You will serve as the primary point of contact for assigned clients, acting as their advocate within the company. Your responsibilities will include, but are not limited to:

- Onboarding and Implementation: Collaborate with clients to understand their unique needs and goals. Guide them through the onboarding process, providing training and support to ensure a seamless transition onto the Assignar platform.
- Relationship Building: Cultivate strong relationships with key stakeholders, becoming a trusted advisor to understand their business objectives and challenges. Proactively identify opportunities to enhance their experience with Assignar.
- Customer Success Planning: Develop and execute customer success plans that align with clients' business goals. Provide strategic insights and recommendations to optimise their usage of Assignar features and functionalities.
- Issue Resolution: Address and resolve client inquiries, concerns, and issues promptly and effectively. Liaise with internal teams such as Product, Support, and Engineering to ensure timely resolution.
- Proactive Communication: Keep clients informed about product updates, enhancements, and best practices. Deliver regular check-ins and performance reviews to showcase the value delivered through Assignar.
- Renewals and Upsells: Collaborate with the Sales team to identify upsell opportunities and ensure timely renewals of customer contracts. Showcase the ROI and value of Assignar to drive expansion.
- Data Analysis: Monitor and analyse usage data, customer behaviour, and engagement patterns to identify trends and opportunities for improvement. Provide data-driven insights to clients.

Qualifications:

- Proven experience (2+ years) in a Customer Success, Account Management, or Client Relationship role, preferably within the SaaS or technology industry.
- Excellent communication skills, both written and verbal.
- Strong problem-solving and conflict-resolution abilities.
- Ability to understand technical concepts and translate them into user-friendly language.
- Proficiency in CRM and customer success software.

**What success looks like**:
**In the first month** you will have started reviewing client usage, have enough system knowledge to run training and basic system consulting session with your client base
**By the second month **you will have updated your portfolio in the CRM with gleaned client cadences, plans and be coming up to speed with the renewals process.

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