Customer Success Associate

3 weeks ago

Sydney, Australia NGIS Australia Full time

Sydney, Melbourne
- Full Time

**About the company**
At NGIS, we are passionate about the power of geospatial technology - from something as humble as a customised Google Map, to an advanced Earth Observations project that has the ability to enact positive change at a global scale.
We know the potential to create a more sustainable world is possible when you have the right tools at your fingertips - the opportunities to be discovered and actioned with geospatial technology are endless.

Thought leadership and problem solving with geospatial technology is at the heart of what we do: we advise clients on spatial technology, consult in GIS services, build fit for purpose solutions, train our clients technically and partner with the industry's best technology providers such as; Google, Planet, Skyline Digital Twin and more. As a full service consultancy we can help you set a path, build capacity or create a solution that enables data driven decision making.
The expertise of our people, the long-term client relationships we form, the active participation within our industry and the strategic partnerships we have created since 1993, demonstrates that we invest in relationships.

**About the role**
At NGIS, the Customer Success Associate supports customers, who purchase annual renewing subscriptions for NGIS products, as they transition from new subscribers to active users of our products. They are focused on building close, long-term client relationships, creating loyal, repeat customers instead of one-time users. NGIS CSMs help customers grow and achieve goals whilst simultaneously strengthening their relationship to our business. CSMs are responsible for successful renewals of subscription sales as well as expansion sales activities, such as up-selling and cross-selling.

**Responsibilities**
- Product Onboarding and Education
- Onboard new customers
- Support and educate clients to use and value the implemented offering

**Account Growth**
- Advocate for NGIS, build and protect a positive reputation.
- Run up-selling and cross-selling initiatives through providing tailored advice to suit the customer’s needs.
- Collaborate with sales teams to identify new sales opportunities
- Provide the account data analysis and reporting using the company CRM

**Customer Retention**
Ensure renewals are successfully achieved smoothly, efficiently and on time
- Establish clear client retention goals**Account Management**
- Provide regular customer feedback on performance reporting, value delivered and measurements of success
- Act as the first point of contact for customer requests
- Engage with senior decision makers, maintain positive relationships and proactively increase the influence of our organization
- Provide creative solutions that are tailored for their situation whilst managing expectations.

**Value through Customer Experience**
- Run regular Quarterly Business Reviews (QBRs) with key customers using established QBRs guidelines and governance processes
- Document and organize product feedback from customers
- Solicit formal and informal feedback on the organization's offerings

**Essential Criteria**
- Proven experience in Relationship Management, including empathy and expectations management
- Comfortable with up-selling and cross-selling
- Technical skills including customer service, record keeping and data analysis
- Professional workplace skills including confidence, positivity, team-work and patience
- Strong communication skills (listening, reading, writing)
- Proficiency with HubSpot or other CRM software
- Customer-first mindset
- Superior attention to detail

**Desirable Criteria**
- Experience working in the spatial, IT or similar industry
- Experience with project management
- Benefits that you’ll enjoy
- Meaningful and challenging work with an opportunity to grow, develop and travel
- An awesome work-life balance with a supportive, friendly, and family-first philosophy
- Flexible working hours and hybrid remote/office work arrangements
- Annual 1x paid volunteer day, 200 wellness allowance, referral bonus, and more.

**Why Work at NGIS?**
NGIS is a friendly, energetic organisation; we are innovative leaders in our field yet possess a down-to-earth culture. If you are innovative, driven, and have the desire to grow personally and professionally, we want to hear from you today

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