Customer Success Manager

4 months ago

Sydney, Australia Orbus Software Full time

As organisations continue to change, we will help them to make intelligent decisions and consolidate technologies, processes and data through clarity and innovation; making their tech universe a more simple place to understand, manage and traverse. Driven and developed by our community of 150+ passionate people united by one overall mission... to Architect our Clients’ Digital Future. We do this with a company culture that is client-centric to its core, and ruthlessly focused on delivering technology innovation that will accelerate our customers’ success. We are working to build this centre of excellence by building an amazing place to work, learn and develop for our people.

We succeed when our customers succeed. As a Customer Success Manager at Orbus Software, you will embody that philosophy as you guide and support a portfolio of customers from our amazing base of Fortune 500 companies and prominent public sector organizations. Your mission will be their success - measured in terms of their adoption and use of our software to achieve their goals within Enterprise Architecture or Digital Transformation more broadly. To accomplish this, you’ll utilize a range of skills: from exceptional client facing skills to build and maintain “trusted advisor” status and communicate to senior stakeholders; to technical skills that you’ll use to master and advise on use of our products. You’ll work autonomously with the accounts to which you are assigned, but in alignment with our growing team of Customer Success Managers globally. You’ll also collaborate with other key Orbus teams as you go about proactively supporting your customers, including Sales, Technical Support, Professional Services and Product Management.

**Core Responsibilities**:

- Lead a portfolio of Orbus customers through their lifecycle: from onboarding, to adoption, expansion, and maturity
- Conduct regular proactive meetings with customers - following defined cadences - to understand challenges, keep abreast of team changes, and agree and drive plans and actions that improve adoption and customer value
- Develop close, highly credible working relationships with senior stakeholders and decision makers, achieving a status as “trusted advisor” based on your product expertise and a demonstrated ability to understand and address customer needs
- Provide demonstrations of Orbus products and solutions to keep customers updated on product development, promote new features, or address minor training gaps
- Support account expansion activities by identifying opportunities to sell additional Orbus products or professional services, and working with Account Managers (Sales) to realize these opportunities
- Leverage your customer relationships and success stories to deliver case studies and other forms of customer evangelism, such as webinars or user-group presentations, working with Orbus’ Marketing team
- Facilitate and achieve timely subscription renewals as a natural outcome of successful product adoption and benefits realization
- Work closely and collaboratively with other Orbus teams - including Sales, Technical Support, Professional Services and Product Management where needed to address client needs, escalate issues or product feedback, or otherwise advocate for the customer
- Follow departmentally defined processes for collecting customer feedback (such as NPS), assessing telemetry information, or reporting your activities and outcomes to Orbus Management
- Diligently maintain Orbus’ CRM and other relevant systems to ensure holistic, accurate information is kept for each of your accounts, following defined processes

**Requirements**:

- Experience in Account Management, Customer Success, or a similar client-facing role
- Demonstrated technical aptitude and ability to digest and convey technical concepts to business audiences.
- Excellent written and verbal communication skills - comfort communicating with stakeholders of varied backgrounds and levels of seniority, with ability to adapt style accordingly
- Empathetic and positive, with genuine desire to help others achieve their goals
- Strong commercial awareness
- Strong personal drive: proactive, organized, and autonomous with ability to also work effectively in a team
- Experience working for a high-growth SaaS business is preferred
- Occasional travel for onsite engagements
- Languages - Mandarin would be a bonus

**What’s** **in it for you**
- A massive opportunity for you to develop your skills and knowledge in a supportive environment that thrives on growth and change.
- Competitive salary and benefits (in line with experience)
- Individual performance bonus
- Hybrid working model, 3 days in our Sydney Offices and at home
- Curious, open culture, with teams collaborating across geographies

**Living our Values at Orbus**

**Trust**: We build trust across our people, customers and partners through honesty, transparency and communication.

**Empowerment**: We empower our

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