Customer Success Manager

6 months ago

Perth, Australia Objective Full time

At Objective, we create software that makes a difference. With over 400 people spread across Australia, New Zealand and the United Kingdom, Objective is a leading developer of SaaS solutions for the government.Objectives create information and process governance solutions that are effortless to use and enable organisations to confidently advance their own digital transformation.
- This position will report to the VP, Customer Success - Content Solutions.

**Your key responsibilities**:

- **Improving Customer Health**:

- Working with Account Directors and the Executive team to identify and support all customers in your portfolio, improving red/amber customer health to green, and ensuring ARR is retained.
- Developing Customer Success Plans with customers that includes critical success factors, executive and operational goals and a plan for areas to collaborate on to achieve those goals, and a summary of planned activities with all parts of Objective.
- Establishing a trusted adviser relationship that works to ensure customers’ overall satisfaction with Objective product(s).
- ** Product Education & Updates**:

- Assisting customers in upgrade planning and embedding change.
- Providing technical guidance and supporting customers transformation strategies.
- Working with customers and executives to understand value proposition of Objective’s products through the Value Program and evangelising success stories.
- ** Portfolio Growth**:

- Identifying opportunities where additional services, training, or Objective products may help customers meet their goals or resolve challenges. Provide these as Customer Success Qualified Leads (CSQLs) to the Sales team.
- ** Issue Resolution**:

- Working collaboratively with Project Managers, Customer Support, Managed Services and Product Management to prioritise, drive and ultimately ensure the resolution of escalated customer issues, raised through Objective Support Incidents (OSI).
- Collaborating cross functionally within Objective to resolve ad hoc customer requests, pain points, and escalations, to ensure customer retention.
- Working collaboratively with RSDs, Sales, Finance and Product Management to prioritise and drive the resolution of escalated Non OSI customer issues.
- ** Continuous Improvement**:

- Acting as the Voice of the Customer internally: reporting and acting on observed areas for improvement.
- Supporting the development, implementation, and growth of Objective’s Customer Success program.
- Continually contributing to the improvement of internal processes to deliver better experiences to Objective customers.

**What skills will you need**:

- Excellent verbal and written communication skills with an outlook of finding ways to build, create and deliver outcomes.
- Salesforce CRM experience.
- Excellent interpersonal skills with a demonstrated ability to work in a cross-functional team environment.
- Advanced working knowledge of Content & Process products.
- In-depth knowledge of business areas including customer service & client management, and software sales.
- Strong commercial and business knowledge, understands the needs of the customer to demonstrate the use cases of the product effectively.
- Exceptionally strong conflict resolution, negotiation, and problem-solving capability.
- Confident and assertive when addressing issues with both customers and internal stakeholders.
- Excellent stakeholder management capability: can build and maintain quality relationships with a diverse set of internal and external stakeholders, and customers across all organisational levels.
- Applies knowledge of industry business drivers and best practices to business operations.
- We’re committed to building inclusive teams and cultivating a sense of belonging so our people can bring their whole selves to work each day. At Objective, we never discriminate based on any recognized characteristics or any other prohibited by applicable law.
- To provide a positive experience, please advise our Talent Team of any adjustments required during the recruitment process so we can support you.

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