Customer Success Manager

7 days ago

Sydney, Australia Objective Corporation Full time

**About Objective**:
At Objective, we create software that makes a difference. With over 400 people and five development labs spread across Australia, New Zealand, the United States of America, and the United Kingdom, Objective is a leading developer of SaaS solutions for the government.

**Our role**:
This role reports to VP Keystone (VP) and does not have people management responsibilities.

**A Day In Your Role**:

- **Customer Health & Retention**:

- Develop Customer Success Plans with key success factors, goals, collaboration areas, and activity summaries.
- Establish a trusted adviser relationship to ensure customer satisfaction with Objective products.
- Safeguard contract renewals by creating and implementing long-term retention strategies with the VP, go-to-market teams, and product team.
- ** Product Education & Updates**:

- Assist customers in upgrading processes and embedding change.
- Provide technical guidance and support for customer transformation strategies.
- Communicate the value of Objective’s products through success stories.
- Drive engagement through webinars, masterclasses, and Customer Advisory Boards.
- ** Lead Generation & Business Development**:

- Identify opportunities for additional services, training, or products to help customers meet their goals.
- Manage these opportunities through the sales cycle to increase annual recurring revenue.
- Support Marketing in creating customer case studies for public sharing.
- Represent Objective at customer events, showcasing our solutions and market knowledge.
- ** Issue Resolution**:

- Collaborate with Project Managers, Customer Support, Managed Services, and Product Management to resolve escalated customer issues.
- Work cross-functionally to address ad hoc customer requests, pain points, and escalations, ensuring retention.
- Prioritize and drive the resolution of escalated non-OSI customer issues with RDs, Sales, Finance, and Product Management.
- ** Continuous Improvement**:

- Act as the Voice of the Customer internally, reporting and acting on areas for improvement.
- Support the development and growth of Objective’s Customer Success program.
- Contribute to the improvement of internal processes for better customer experiences.
- Perform other duties as reasonably requested.

**Your Skills, Experience and Beyond**:

- In-depth knowledge of business areas, including customer service & client management, demand generation and software sales.
- Excellent verbal and written communication skills, able to clearly articulate information and influence at all organisational levels. Including the ability to chair meetings or host webinars.
- Strong commercial and business knowledge; understands the customer's needs to demonstrate the product's use cases effectively.
- Exceptionally strong conflict resolution, negotiation, and problem-solving capability.
- Applies knowledge of industry business drivers and best practices to business operations.
- Technical Support, Technical Account Management, Project or Program Management experience.
- Advanced working knowledge of Keystone and Keyplan products.
- Salesforce CRM experience (preferred but not necessary)

**Our Benefits**:

- Adaptable work structure fostering balance.
- Experienced counsellors for valuable guidance.
- Cutting-edge tech tools enhancing productivity.
- Abundant learning resources to enhance your skills.
- Social gatherings to unwind and promote team bonding.
- We are an **endorsed employer for all women. **See our range of benefits directly at WORK180.

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