Customer Success Manager

2 weeks ago

North Sydney, Australia Employment Hero Full time

Eftsure's "Know Your Payee" solutions provide best practice internal controls for the digital age, reduce business-to-business payment fraud and errors, meet compliance standards and facilitate supplier onboarding. Due to our unique software-as-a-service products, we have secured an enviable list of clients across a wide range of industries in a very short space of time. We are now looking to build on our success and are seeking an enthusiastic Customer Success Manager to implement our customers and ensure they are receiving the full benefit of our software on an ongoing basis.

**Responsibilities**
- Customer Onboarding - The CSM team is the first contact after-sales. We initiate ‘kick-off’ calls with our customers and manage the action items necessary for the Eftsure implementation.
- Customer Lifecycle Management - Taking ownership of your customers and ensuring they are utilising the software to its full capacity.
- Maintain a revenue base by managing account retention and renewal
- Primary ownership and accountability for ensuring customer growth, delight, and retention for customers
- Customer Issue Tracking and Resolution - We have a support team but you would need to help out with areas of support
- Conduct training on the Eftsure product - May require travel interstate
- Raise development tasks/bugs in Jira
- Assist with testing
- Assist with sales demos at times that may require travel interstate

**Required Skills and Experience**
- 2-4 years of experience in a similar customer-facing SaaS role
- Strong technical focus and knowledge of MS Office products
- Excellent written and oral communication skills
- Confident and engaging training and presentation skills
- The ability to outline business requirements for development requests and liaise with developers
- Well organised and can manage a large portfolio of customers independently
- Able to deal with conflict and devise potential solutions for our customers
- A strong work ethic and focus on delivery

We are a small, friendly and supportive team based in North Sydney. We’re looking for somebody with a ‘can-do’ attitude who is willing to jump in and help with all areas of the company when needed. We are flexible in terms of working from home but initially would like you to come into the office.

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