Key Customer Success Manager

2 days ago

Eight Mile Plains, Australia Simpro Software Full time

As the Key Customer Success Manager (internally Key Account Manager), you are responsible for enterprise customer accounts, proactively assisting during the Simpro implementation phase and supporting new customers. Maintaining regular communication with key customers, you are focused on resolving issues and improving product utilisation for long-term success.

Additionally, you will leverage opportunities by offering revenue-generating products and training.

This is a **Brisbane-based** role. To be considered, you must be eligible to work legally in Australia on a full-time basis.

**First Things First, What We Can Offer You?**
- Delicious daily, free, chef prepared lunch on site (yes)
- Fully equipped, free gym on site
- Second-to-none onboarding and product training
- Hybrid work arrangements
- Ground-breaking parental leave entitlements
- Fun team camaraderie and events
- Opportunities for growth and development

**Who Are We?**
- Simpro is a global leading Software-as-a-Service (SaaS) field service management solution for service, maintenance and project contractors. Simpro was founded in 2002 in Brisbane, Australia with operations in Australia, New Zealand, the United Kingdom, the United States, Singapore and The Netherlands. Simpro empowers our trade service customers to connect the office to the field, deliver exceptional customer service and gain invaluable insights with automated processes, streamlined workflows and in-depth business reporting._

**What You’ll Do**
- Build, maintain and expand excellent relationships with Enterprise accounts, with a primary focus on customer retention, satisfaction and increasing their engagement with the Simpro suite of products
- Review customer health - flagging and addressing any risks for churn
- Maintain and effectively demonstrate sound knowledge of the Simpro suite of products
- Be a role model for effectively handling customer queries, finding innovative solutions for complex problems and excellent client relationship management strategies
- Continuously monitor and present reports defining utilisation, problems and solutions of the system to all stakeholders (with a key focus on Senior Leadership and the C-Suite of Executives), and make necessary adjustments to ensure a successful customer journey
- Maintain excellent relationships with other teams, including escalating customer needs/issues where required
- Continually review work practices and recommend ways in which practice, systems and processes can be improved.

**What You’ll Bring**
- Previous experience in a similar Key Customer Success Management / Key Account Management role in the SaaS sector
- A consistent track record of effectively managing complex enterprise accounts
- A customer-centric approach, with a desire to deliver the best for our customers
- The ability to build trust and rapport with stakeholders at all levels, but particularly with Senior Leaders and C-Suite Executives
- A proactive and collaborative work ethic along with the ability to work across teams to
- The capability to identify customer pain points and have a thorough and constructive commercial discussion with them about how Simpro can add value to a business and support organisational growth
- Experience working with business process software in a customer-facing role would be a benefit
- An ability to quickly develop a sound understanding of the Simpro suite of products
- Exceptional customer service and troubleshooting/problem solving skills
- Be an enthusiastic team member with creative ideas when it comes to user adoption and churn mitigation
- Effectively work under pressure and achieve targets.

**Bonus Points For**
- Operational knowledge or experience in the trades industries
- Salesforce experience
- Google Suite proficiency

**Core Values Required of all Simpro Employees**

We are seeking someone with the right determination, attitude and Simpro compatibility. Our culture and core values are very important to us:

- ** We Are One Team**:

- ** We Own It**:

- ** We Innovate**:

- ** We Understand**:

- ** We Care**:

- ** We Have Fun**

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