Customer Success Manager

6 months ago

Brisbane, Australia KERRIDGE COMMERCIAL SYSTEMS CORP Full time

"At KCS we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."_

Happy Customers lead to retention of their business as well as turning them into advocates for the company which attracts new business opportunities. The Customer Success Team have the goals of acting as the advocate for the customer within the company and to develop a holistic view of all technical aspects of every customer. Customers Success will manage all issues affecting customer sentiment and work on plans to increase this.

The Customer Success Manager will be responsible for driving success for customers in their region and influencing customer behaviour. Their mission is to increase sustainable proven value for both the customer and the company to increase customer sentiment and advocacy.

**Key Responsibilities**:
**Duties include**:

- Work with the Customer Success Director to Drive Customer Success Outcomes
- Increase renewal rates and reduce churn
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Drive new business growth through greater advocacy and reference-ability
- Drive customer success strategies into the different Support Teams
- Advocate for the customer within the company
- Develop holistic view of technical aspects of every customer
- Work to define, monitor and promote compliance of Service Level Objectives and manage these across the different KCS teams.
- Identify key performance metrics to understand customer technical health
- Proactively Identify customers with low technical health and develop “get well” plans to restore their customer sentiment
- Influence Customer Behaviour
- Ensure that all customers receive an efficient, professional, high quality and consistent support in accordance with the Service Level Agreement.
- Monitor and manage customer service delivery focusing on KPI achievement and call reduction.
- Attend service review meetings with customers. Goal is to improve customer satisfaction and initiatives.
- Improve areas or process that deal with quality, efficiency and appropriate cost prospective.
- Manage SLA adherence and customer satisfaction from transition/ deployment through to on-going BAU service in line with contractual service levels and deliverables.
- Go to person for escalation, general issues, enquiries and complaints
- Influence customer behaviour to be how we want them to work through a variety of communication methods
- Alert management team regarding any customer issues when necessary.
- Develop a customer-reporting pack presented to customer base.
- Build, improve and maintain both internal and external client relationships
- Implement and manage service improvement initiatives
- Review support tools available to customer. Implement any new policy and procedures to improve workflow.
- Work with the Global Customer Success Director to drive a culture of Customer Delight

***Skills, Knowledge and Experience**:

- Bachelor’s Degree in a related field and a minimum 4 years relevant work experience.
- 4 years of experience managing multiple projects and clients.
- 4 years of experience working with external customers or partners in an organizational role.
- Computer skills including Microsoft Office, CRM software.
- Strong presentation and writing experience with ability to motivate a variety of audiences to leverage our solutions.
- Strategic thinking, able to grasp long and short-term goals with each client.
- Ability to be effective and maintain strong internal and external relationships working in a global, virtual setting
- A passion for IT. You will need to be continuously learning K8 services and capabilities, along with industry issues and trends.
- Proven ability to drive continuous value of solution(s).
- Detail oriented and analytical.
- Strong team player but still a self-starter.
- Thrives in a multi-tasking environment and can adjust priorities on-the-fly.

**Company Info**

Kerridge Commercial Systems (KCS) is a market leader in the development and provision of trading and financial software environments for specialist Distribution, Wholesale, Merchant and Retail industry sectors, addressing single
- or multi-branch operations, as well as catering for organisations with 'point-of-sale' showrooms and warehouse

Our passion is to provide customers with a completive advantage in their incredibly competitive world. We have done this so far by providing flexible, industry specific solutions; software, technology, advice, guidance and expertise built over 40 years of servicing their specific market.

Great Software solutions don’t happen without great people. We have the best software solutions for our market because we have the best people.

**Equal Opportunities**

KCS is proud to be an equal op

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