Customer Success Manager
3 weeks ago
**Responsibilities**:
Performio is looking for a proactive, curious & driven self-starter to join our Customer Success team. This full-time position will work closely with our Professional Services team to ensure customer success and drive customer retention.
Customer Success Managers will be involved with both Implementation and Customer Support in order to give you exposure to Performio’s feature set and how different customer stakeholders use Performio.
About Us:
We are a small, but mighty company offering incentive compensation management software (ICM) that regularly beats the legacy incumbents in our industry. How? Our people and our product.
Our people are highly-motivated and engaged professionals with a clear set of values and behaviors. We prove these values matter to us by living them each day. This makes Performio both a great place to work and a great company to do business with.
But a great team alone is not sufficient to win. We also have a great product that balances the flexibility that large companies need in a sales commission solution with the great user experience buyers have come to expect from modern software. We are the only company in our industry that can make this claim and the market has responded favorably. We have a global customer base across Australia, Asia, Europe, and the US in 25+ industries that includes many well-known companies like News Corp, Johnson & Johnson and ** and Veeva Systems. We’re a rapidly growing company with offices in Melbourne AUS, Irvine CA, and San Francisco, CA.
Day-to-Day Responsibilities:
- Welcome new customers from sales, coordinate their implementations with the PS team, transition live customers to ongoing support and CS
- Identify specific current customer needs and resource PS accordingly (define project, hours required, match to available PS resource)
- Track billable events (implementations, change orders, license renewals) and provide finance with the necessary information for invoicing
- Conduct check-ins according to relevant cadences: this could be anything from a quick call to a full Annual Business Review for our largest customers
- Prepare and execute renewal plans for customers rolling off existing contracts
- Share knowledge of current customer needs/issues/concerns internally with the PS team to keep game plans current for customers
- Provide product team with specific customer feedback on the software
- Take ownership of the CS dashboard and ensure its accuracy and completeness over time
**Requirements**:
- 2-4 yrs experience in Customer Success, Account Management, Project Management or customer facing Technical Support
- Collaborative: Performio believes in a team-based approach to creating a valuable user experience. CSM’s will be collaborating with Sales and Implementation to ensure customer success.
- Advanced skills in project management, analysis, and presentation
- High attention to detail and strong follow-through ability
- Excellent communication skills, both written and verbal
- Strong Excel and Powerpoint skills
Bonus:
- Software or IT Services experience
- Bachelor’s degree in Finance
**Benefits**:
We’re fast-growing, but still small enough for everyone to make a big impact (and have face time with the CEO). We have a genuine care for our customers and the passion to transform our product into one where experience and ease of use is a true differentiator. Led by a strong set of company values, we play to win and are incentivized to do so through our employee equity plan.
We’ve adapted well to the work from home lifestyle, and encourage flexible working arrangements. Some of our staff work full time from home, while others prefer working from one of our offices, or a combination of home and office.
Our values speak strongly to who we really are. They mean a lot to us, and we use them every day to make decisions, and of course to hire great people
- Play to win - we focus on results, have a bias to action and finish what we start
- Paint a clear picture - we’re clear, concise and communicate appropriately
- Be curious - we surface alternative solutions and consistently expand our knowledge
- Work as one - we all pitch in but also hold each other to account
- Do the right thing - we put what’s right for our customers over our own ego
What You Will Receive:
Performio offers competitive salaries plus Super. You will receive an annual salary that is between the middle and high end of the market depending on your experience.
Benefits
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