Customer Success Manager

2 months ago

Sydney, Australia Logicalis Australia Full time

Logicalis Australia is seeking a passionate Customer Success Manager to join their dynamic Sydney team. This role focuses on building strong client relationships, driving customer satisfaction, and ensuring the successful adoption of our solutions. If you're customer-centric, results-driven, and ready to make an impact, we'd love to hear from you

**What you will do**
- Build and maintain strong relationships with assigned customers, within the Enterprise and Commercial sectors, serving as their trusted advisor and advocate.
- Understand customer needs, goals, and desired outcomes, and develop strategic plans to drive their success and satisfaction.
- Conduct regular check-ins and proactive outreach to customers, ensuring they are maximizing the value of our products/services.
- Collaborate with internal teams, including sales, engineering, project management, and managed services, to ensure seamless customer onboarding, implementation, and ongoing support.
- Provide product demonstrations, training, and best practices to help customers fully leverage our offerings.
- Monitor customer health and engagement, identify potential risks or opportunities, and take proactive measures to mitigate churn and drive customer retention.
- Conduct regular business reviews with customers, highlighting key performance metrics, ROI, and growth opportunities.
- Act as the voice of the customer within the organisation, providing feedback and insights to drive product enhancements and improvements.
- Identify upsell and cross-sell opportunities and work closely with the sales team to expand customer relationships.
- Stay up-to-date with industry trends, best practices, and competitive landscape to continuously enhance the customer success program.

**Requirements**:

- Ideally you come from within the IT services space, with significant exposure to service providers or vendors working in the Cloud, Network, Security and Modern Workspace environments
- Proven experience in a customer-facing role, such as customer success, account management, sales, or operations
- Excellent communication and interpersonal skills, with the ability to build strong relationships and effectively engage with stakeholders at all levels
- Strong problem-solving and critical-thinking abilities, with a focus on delivering solutions and value to customers
- Demonstrated ability to understand customer needs and translate them into actionable strategies
- Exceptional organizational skills and attention to detail, with the ability to manage multiple customer accounts simultaneously
- Proficiency in CRM software and customer success tools
- Results-driven mindset with a focus on customer satisfaction, retention, and growth
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities
- Passion for technology, innovation, and delivering exceptional customer experiences
- Willingness to travel as required.

**Benefits**

Our promise to our employees - **Belong Grow** and **Thrive** is our commitment to creating an environment that is inclusive to all, supports your professional and personal development and offers an environment where you can do life and work the way it works for you.

Here is how our benefits help you **Belong, Grow** and **Thrive**
- Equal Paid Parental Leave to all primary and secondary carers
- Flexible and Focus Ways of Working that means structuring the way you work that works best for you and being the partner of choice for our customers, people and the planet.
- Diversity Equity and Inclusion Commitment which puts Inclusion as a strategic priority for Logicalis Australia - investment across Employee Resource groups, DEI Training and Mentoring that supports a workplace with a culture of accountability and zero tolerance for un-inclusive behaviours
- Investment in your Leadership and career through our Grow program. Logicalis Australia is definitely a place where we see our people as the most valued Architects of Change. Our people have moved from Help-desk to Cloud-Engineering, from Sales to Management, from Operations to Senior Leadership. People here can have an idea, make a plan, and see it through. You can enjoy genuinely impacting change and controlling you own professional success.

**About us**

At Logicalis Australia, we're not just about changing the game—we're rewriting the rules

As the Architects of Change, our mission is crystal clear: to become the #1 Managed Service Provider (MSP) in the Asia-Pacific (APAC) region.

We're on a mission to revolutionise the digital world, one project at a time. We're all about empowering businesses to thrive in the fast-paced tech landscape, and we need YOUR skills to make it happen.

Picture this: you'll be part of a dynamic team of 7000+ change-makers spread across 30 territories, collaborating with over 10,000 clients from diverse industries. From strategy sessions to setting up cutting-edge services, every day is a chance to make a real impact.

With servi

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