Customer Success Manager

3 weeks ago

Wollongong, Australia Accelo Full time

Customer Success Manager - Wollongong

Accelo is looking for an experienced Customer Success Manager to join our global customer success team here in Wollongong. You will be responsible for building and maintaining strong relationships with our global client base, supporting them through product optimization and account growth. You will report directly to the Success Team Lead and work cross-functionally on a daily basis with product management, engineering, sales, technical support, implementation and marketing.

**Responsibilities**:

- Develop a trusted advisor relationship with key customer stakeholders and executive sponsors in addition to product end-users
- Immerse yourself in the Accelo product to understand common best practice and consulting solutions for your assigned customers
- Coordinate the involvement of company personnel, including support, engineering, and management resources, in order to meet account performance objectives and customers’ expectations
- Be the primary contact and point of escalation for your client champion(s) from Day 1 of Implementation through the life of the account
- Work alongside the implementation and professional services teams to drive session engagement, upsell and product rollout
- Identify opportunities and sell professional services to your existing customer base
- Proactively connect your clients to UserVoice to help fuel our product operations decision making
- Produce consistent client outreach workflows and follow ups to drive client engagement, renewals and growth
- Work with marketing to identify Case Study opportunities
- Use all the tools at your disposal to forecast, mitigate and document client churn
- Participate in our monthly Webinar series alongside Product Experts as needed

Within Your First Month You'll
- Understand the Accelo customer success landscape, including our account management processes, billing and reporting
- Develop an understanding of our customer journey, from initial sale engagement through implementation go live and renewal
- Build relationships with your peers in Technical Support and Implementation, as well as the leaders who support you and your team (Operations, People and Finance)
- Gain a high-level understanding of the Accelo product through direct training and self-paced onboarding materials

Within Your First Quarter You'll
- Take on the management of high MRR clients
- Be proficient in the Accelo system and begin to handle inbound customer questions and issues.
- Begin selling professional services to your customers, achieving quarterly sales goals.
- Document and improve existing processes.
- Contribute in the development and execution of churn mitigation strategies

**Qualifications**:

- 2-4 years of experience in a client-facing role, ideally in a technology company, marketing agency, business consulting or operations role.
- Excellent phone/zoom presence, patience and a friendly demeanour
- Excellent written and verbal communication skills
- Strong desire to help and bring smiles to customers’ faces
- A knack for working well with a wide range of people, both internally and externally.
- Ability to convey complex concepts to people with varying levels of comfort and experience with technology
- The ability to manage complicated accounts by successfully interfacing with everybody from the technical contacts to the C-level executives
- A true passion for helping others learn and adopt a robust professional services automation platform

***

Nice To Haves
- Loads of drive and ability to work autonomously at times
- Team player with a positive attitude, high intuition and a sense of humour
- Able to work under pressure in a fast-paced startup environment
- Be highly analytical and have a track record for improving the processes and organisations around you.
- Strong time management skills, attention to detail and follow-up
- Passion and commitment to customer success
- Strong technical aptitude
- Ability to maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, collaborative, and team-oriented environment

About Accelo

Founded in Wollongong, Accelo is a venture-backed SaaS company with over 100 staff across 4 locations - Wollongong, Manila, Denver and San Francisco. Our mission is to help service businesses succeed. Our clients are folks like digital agencies, engineers and consultants, and our leading business automation tool allows them to spend less time managing their work so they have more time doing the work they love. With so much of that work now remote, Accelo helps teams collaborate and master remote work by providing a single place to track and manage work.

How To Apply

Share your resume and a cover letter that lets us know who you are and why you’re a great fit for us. All documents should be in PDF format.

Where you’ll be
- For this role, you will be required to be in the office 3 da

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