Customer Success Manager

4 weeks ago

Sydney, Australia Vincere Full time

**Customer Success Manager**

**Our core value of ‘Love work, Love life’ has been central to our success and so we’re looking for people to join us who share our passion for making things better every day, to help us achieve 2 million users of the Access Workspace platform.**

**Are you ready for the challenge?**

**What are we all about?**

At Access we love software and how technology never stays the same. It's this obsession that drives us to work closely across sectors to understand the business needs of our customers - from professional services to manufacturing to not for profits and more.

We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business. That's why over 1 million users and over 35,000 organisations rely on Access software to help their organisation thrive.
- **Customer Success & Support**:

- Delegate tasks and set project deadlines
- Creation and execution of strategies to obtain ‘sticky’ customers, by ensuring we are targeting our offering to our target markets.
- Creation and execution of strategies to retain customers, by staying close to the customer and relaying customer feedback to the product teams.
- Working closely with Sales, Marketing, Customer Success and Product teams to ensure our customer is always a central part of our thinking when developing strategy.
- Being conscious of company ‘brand’ in all customer interactions.
- Oversee day-to-day teams' operation and performance
- Do regular performance evaluation
- Create a healthy and motivating work environment and atmosphere
- Develop a well-designed and motivating evaluation program
- Communicate with teams about their performance
- Monitor team performance and report on metrics
- Motivate team members
- Discover training needs and provide coaching
- Listen to team members’ feedback and resolve any issues or conflicts
- Set clear team goals and KPIs
- **Training & Engagement**:

- Lead interactive training sessions and webinars with new and existing customers. Company sizes will range from start ups of 1 to 2 people to global enterprises of over 500.
- Ensure our client base is engaged on the system through training/account audits and driving positive engagement internally and externally (through case studies, reviews and social content for LinkedIn/Instagram).
- Listen to customer needs and demonstrate Vincere best practices/solutions in a clear, coherent & innovative manner.
- **Innovation & Collaboration**:

- Working closely with Product, Sales and Marketing teams - to be the voice of the customer for future product roadmap and upgrades.
- Organise and prioritise customer feedback.
- Collaborate internally and with partners to drive successful completion of projects, partnering with other resources as necessary to ensure project success.
- Brand guardian - ensure all our communications leverage our brand correctly & effectively.
- Interpret business strategy and determine innovative solutions supporting strategy implementation.

**REQUIREMENTS**
- You are a native English speaker
- You have a sense of ownership and pride in your performance and its impact on the company’s success
- You are a critical thinker and problem-solving skills
- You are a team player
- You have good time-management skills
- You have great interpersonal and communication skills
- You are proactive, adaptable and organised
- You are able to identify client challenges and align solutions to meet their needs
- You can effectively and persuasively communicate with decision-makers
- You have a desire and ability to learn quickly
- Personable - and a relentless relationship builder
- An entrepreneur at heart - you enjoy working as part of a small team, rapidly iterating on strategy, and getting your hands dirty to build something great
- You have experience using Intercom and Jira (desired)
- You have experience using ATS/CRM software (desired)
- You come from an agency recruitment background (desired)
- You are qualified to bachelor degree level or equivalent work experience

**What does Access offer you?**

We are a growing software company and we deliver on what we say we do We take the development of our people very seriously We will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.

**_ At Access we're all about helping everyone Love Work and Love Life because we believe people can only be at their best when they can be themselves, love what they do and do what they love._**

**_ We love the fact that we_**_’_**_re all different. Having more diverse perspectives at work improves how we run our business, helps us support our customers, and when you think about it, it's just more fun._

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