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Customer Success Manager

5 months ago

Sydney Central Business District, Australia HAYS Full time

Awesome Customer Success Manager role with SAAS business

**Your new company**

They are one of the fastest growing cloud-based workplace health, safety, and compliance platforms. The business was built with the user in mind and is designed to ease the administrative burden and cost of WHS management. They have seen tremendous growth supported by innovative technology, robust systems, and exceptional customer support. Their mission is to make the workplace and community safer.

**Your new role**

This role requires excellent communication, and a strong understanding of technical vernacular in order to effectively support clients and work with internal stakeholders.

In order to be successful, they need to know the ins and outs of a product or service to properly educate customers and communicate effectively with a variety of personalities and technical backgrounds. The primary goal is to keep the customer's needs and wants top of mind, regardless of sales quotas and new product releases.

Key responsibilities:

- Plan and lead regular client engagement meetings
- Work with customers to ensure they are leveraging our services effectively and finding value in our services
- Facilitate personalized training
- Work with clients to ensure appropriate configuration and optimal use of product(s) and reporting
- Contribute to client retention strategies and projects
- Maintain knowledge of contract obligations.
- Provide guidance and assistance to our Customer Happiness team (frontline support)
- Maintain client records in CRM and shared drive
- Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
- Maintain annual retention targets for managed portfolio. Maintaining a Net Renewal Rate of 97%.
- Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth

**What you'll need to succeed**

Qualifications and Experience:
This role would suit someone with:

- Experience with 7 + years of managing client accounts
- Excellent communication and problem-solving skills
- You have an interest in technology and master new technology easily
- Experience working in a SaaS (software as a Service) Relationship role
- Experience in a Health, Safety and/or Employee Wellbeing role
- Experience with data and reporting
- Experience Sales Force software (or similar CRM/Ticketing systems)
- Proficient in project management tools, MS Office Applications, experience with CRM tools (Sales Force software preferable)

**What you'll get in return**

What’s in it for you?
- Access to a confidential and free EAP Service (Employee Assistance Program)
- Birthday Bonus Day - A day of paid leave for your birthday
- Access to FlareHR Employee Benefits & Discounts, including Novated Leasing
- Tuition Reimbursement - We are constantly looking to foster development and growth which is why we support eligible employees with education expenses.
- Volunteer Leave - We believe in giving back and supporting activities that serve the community which is why our employee’s are entitled to 16 hours of volunteer leave per year to support causes that align with our mission ‘Connection Workplace Safety, Compliance and Employee Development’
- A flexible working environment
- A collaborative and supportive team-based environment

**What you need to do now**

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

**LHS 297508**#2782489