Customer Success Manager

3 weeks ago

North Sydney, Australia Total Synergy Full time

**ABOUT US**

Total Synergy creates project management software for people who design and make our built environment for the AEC (architects, engineers, construction designers). Our mission is to give our users #moretimefordesign through our product. We have been making software for our customers since 1999 — which is now a pure cloud SaaS product built on Microsoft Azure cloud technologies. We’re currently the preferred software for AEC industry in Australia with over 15,000 users in our community. We have been growing that community globally, and have an office and teammates in Sydney, Melbourne, Brisbane, Christchurch as well as the UK with customers on five continents.

**ABOUT THE ROLE**

**Key responsibilities**

**Client Relationship Management**:

- Cultivate strong relationships with key stakeholders within AEC client organisations, including Directors, Finance and Business Managers, Project Managers and end-users.
- Act as the primary point of contact for product and technical enquiries
- Conduct regular meetings and health checks to assess client satisfaction, gather feedback, and identify opportunities for expansion based on usage and business objectives
- Develop and execute account management plans to promote long term success and satisfaction
- Create product champions from your portfolio of customers to ensure renewals

**Onboarding, Training and Enablement**:

- Lead the onboarding process for new clients, ensuring a smooth transition from sales to implementation.
- Conduct training sessions for clients to educate them on our SaaS platform's features, functionality, and capabilities.
- Contribute to knowledge library documentation, tutorials, and other resources to support client learning and adoption.
- Proactively identify opportunities for additional training and support to enhance client success and product adoption.

**Technical Consultation and Issue Resolution**:

- Collaborate with clients to understand their business objectives and technical requirements.
- Offer best practices and recommendations for optimizing the use of our SaaS platform to achieve desired outcomes.
- Manage technical issues reported by clients, troubleshoot as required with support and escalate as necessary
- Serve as an advocate for clients within the organisation, advocating for timely resolution of issues and continuous improvement of products and services.

**ABOUT YOU**

To be set up for success in this role you will possess:

- Initiative and tenacity - Our product is complex, so having the skills to ramp up quickly is a critical component to this role
- Bachelor's degree in computer science, business, or related field (preferred)
- 5+ years of customer success management experience and an understanding of SaaS metrics such as churn, LTV, MRR
- Problem-solving abilities and a proactive approach to addressing client needs and challenges
- Excellent communication and presentation skills, with the ability to convey complex technical concepts to non-technical audiences.
- Strong project management skills, with the ability to manage multiple client engagements simultaneously.
- Flexible mindset in changing business conditions
- Values driven working with teams who want to be set up and a part of, success
- Someone who is accountable, can build effective and authentic relationships with clients and colleagues alike
- Familiarity with CRM software Hubspot, support ticketing system Intercom and knowledge of AEC industry advantageous

**Total Synergy** is a group of people-centred by a great subculture. We have meaningful values, a hardworking and supportive team, and a vision that is focused on growing our community of users around the world. We are a jeans and t-shirt company, family-friendly, transparent and open, generally quite nerdy, and supportive of each other. We have an office in North Sydney for those based there — close to transport and services, surrounded by lots of eateries, cafes, drinking holes for those that like this, and shops — and we’ve earned a few perks along the way, like a well-stocked drinks fridge, cool tees + hoodies, professional development resources, a coaching culture, are supportive of flexibility and we continue to review and add to these as we go. We value diversity of perspective and seek to build an inclusive workplace that welcomes people from all backgrounds.

**You will get feedback if you are not progressing but if you are, this is the process to expect**:
‍ In the first instance you will speak to our People and Culture team virtually using teams for your 'first interview'.

Meet with our Head of Customer Operations who this role reports to

Team - meet and greet

Chat with the LT team while we finalise the agreement

**FINAL OFFICIAL BITS**
- Some key word tips to make sure your experience aligns: Technical understanding of _SaaS, Customer_ Success, Software, Marketing, Growth_

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