Customer Success Manager

4 weeks ago

Melbourne, Australia BMS Performance Australia Pty Full time

Melbourne Based (Hybrid Role - Office & WFH)
- Global Tech Leader
- Inclusive, Supportive Culture

**The company**:
Our client is a cloud-based software which offers a range of solutions across patient management, communications, marketing, reporting, analysis and much more.

You will have the full support of a global brand who offer extensive training, mentoring, onboarding and offer a flexible and fun working environment.

**The Role**:
As a CSM, you will play a key role in driving outcomes for your customers, promoting retention, increasing MRR and providing a world-class customer experience.

**Key Tasks & Responsibilities**:

- Take new and existing customers through a defined and repeatable success journey, ensuring they achieve desired outcomes from the product portfolio.
- Provide bespoke consultancy to larger clients
- Identifying opportunities for upselling and cross-selling in partnership with the sales team.
- Drive new business opportunities by leveraging customer advocates and fostering strong relationships with key stakeholders.
- Respond promptly to call-to-actions, addressing risks and seizing opportunities within the customer base.
- Proactively collaborate with the product team, providing customer feedback and insights to enhance the offerings and improve the overall customer experience.
- Support the onboarding processes for new customers, ensuring a smooth transition and successful adoption of the solutions.
- Attend regular meetings as needed, providing updates on customer success initiatives and sharing best practices.
- Participate in special projects as required, contributing your expertise and insights to drive business growth.
- Present and facilitate workshops at events

To be considered for this role, you will have 3 years+ as a CSM or Account Manager ideally within the SaaS space, it’s an added bonus if you have some exposure to the dental/healthcare sector.

**You will have**:

- Consultative communication skills, with a proven track record of building and maintaining strong partnerships with customers that provide growth to both organisations.
- Previous experience in a fast-paced SaaS environment, understanding the unique challenges and opportunities in this industry.
- Ability to leverage tooling effectively to work efficiently and maximize productivity.
- Growth mindset, displaying a willingness to learn, adapt, and embrace new technologies and methodologies.
- Takes ownership and personal responsibility for achieving customer outcomes and exceeding expectations.
- Proficient in utilising data to tell a compelling story, leveraging analytics to drive decision-making and inform customer strategies.
- Results-oriented mindset, demonstrating the ability to overcome obstacles and prioritize tasks to achieve objectives.

If this role sounds like you, please get in touch for a confidential conversation.

BMS Specialise in recruiting sales professionals in the FMCG, Business to Business and Industrial markets, we have many unadvertised positions, so if you are actively looking or just dipping your toe in the market then feel free to call.

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