Customer Success Manager

7 months ago

Sydney, Australia Origina Full time

**Who we are**

At Origina, we are on a mission to change the software world

We are the leading global provider of third-party IBM_ software support and maintenance that Gartner_ consistently recognises as a forward-thinking alternative to traditional software mega-vendors. As a strategic partner, we help our customers protect the security and stability of their software, extend its longevity and lifecycle, and enhance its performance and functionality.

At Origina, our values of Trust, Fairness, Relationships, and Opportunities are the pillars for our competitive strength and the foundation for the culture we strive for. These principles reflect our beliefs about what’s most important and guide us on our exciting and unwavering high-growth journey

We believe in freedom of choice in the world of software and are a leader in the Right to Repair movement, both in U.S and Europe. As strategic partners, we help our customers protect the security and stability of their software, extend its longevity and lifecycle, and enhance its performance and functionality.

**The Role**

We have an exciting opportunity for a **Customer Success Manager **based in Sydney, Australia. You will be expected to be the voice of the customer internally, ensuring that all other departments are aligned in providing the best possible customer experience. You will work closely alongside the relevant Territory Manager on account planning, growth, and customer satisfaction. This role is focused on our APAC based customers; however, the CSM will work very closely with the European team to ensure consistency in the approach of CSM support for Origina customers. We are looking to appoint a focused, passionate, and driven individual who has a flair for customer experience and service improvement.
- Enable Origina to provide maximum value to customers by building strong relationships
- Drive proactive engagement between the Customers Service teams and the Origina products experts
- Develop Origina as a trusted partner by assisting customers plan and understand the best ways to utilize their software or products based on the customer’s business needs
- Build customer confidence by clearly articulating and demonstrating the Origina Service Proposition
- Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
- Conduct Customer Satisfaction Reviews with customers on a monthly/quarterly basis to gauge customers’ levels of engagement and provide feedback regarding service improvements
- Engage in Customer Retention activities to ensure we are aligned appropriately as well as responsible for processing renewals for your subset of customers.
- Respond to potential customer projects as they arise within your accounts
- Support the management of customer projects, within the Origina team
- Act as an extra escalation point for customers particularly when dealing with high priority incidents
- Implement and manage of SIPs (Service Improvement Plans) where necessary
- Help manage the onboarding of new customers within the region
- Ability to work in a way that aligns with our values of Trust, Fairness, Relationships, and Opportunity

**About you**
- 3+ years’ experience in a Customer Success/ Account Management Role
- Demonstrated understanding of Customer Success Management and Retention practices.
- Excellent interpersonal skills required particularly the ability to gain alignment and cooperation with colleagues to manage a subset of customers.
- Experience working in a highly collaborative environment and promoting a teamwork mentality.
- Calm and level-headed with the ability to predict challenges and proactively resolve obstacles before they arise within your subset of customers.
- Ability to work in a way that aligns with our values of Trust, Fairness, Relationships, and Opportunity.

**What we offer**
- Competitive compensation that rewards achievement
- Hybrid, flexible working model
- 20 days Annual Leave plus 2 company days
- Additional annual leave days per years of your service
- $200 annual wellness benefit
- Career development & training opportunities
- Employee Assistance Program
- Fun and inclusive environment with regular events organised by Engagement, and Inclusion Committees

Don't worry if you don't meet ALL the requirements, if you feel you would be a great fit for this role, we would love to hear from you At Origina, the most important ingredient for us is our culture fit and recognising those that want to live our high-performance values of Fairness, Trust, Relationships, and Opportunities.

Origina is an equal opportunity employer, and we’re proud of our ongoing efforts to foster inclusion in the workplace. Individuals seeking employment at Origina are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry,

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