Customer Success Manager

7 months ago

Melbourne, Australia Logicalis Australia Full time

As a Customer Success Manager, you will play a crucial role in ensuring the success and satisfaction of our valued customers. You will be responsible for developing strong relationships with clients, understanding their needs and goals, and providing proactive guidance and support to help them achieve their desired outcomes. You will serve as the primary point of contact for customers, collaborating closely with cross-functional teams to deliver exceptional service and drive customer retention and growth.
**Requirements**:

- 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

**What you will bring**
- 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

**Who you are**
- Strong communicator
- Thrive in a fast-paced environment
- Emotionally intelligent
- Happy to get hands-on in driving results
- Enjoy constructing and communicating a vision, and taking people on a journey
- Excited by working with partners to co-create a roadmap for joint selling programs
- Enjoy being part of and contributing to a people-centric and inclusive culture

**Benefits**

As a valued and respected member of ‘Logicalis Australia’ you will enjoy several benefits, such as;
- _Supportive team environment_: Confidential pulse checks tell us we are known for being "Unselfish with knowledge", "Flexible and Diverse" and "Give a shout-out and there will always be help"
- _Pick your own adventure_: Our people have moved from Helpdesk to Cloud-Engineering; Admin to Project/Program Management; Project Management to Product Development. If something interests you, we’ll fund you to learn it, so you can become it
- _Breadth of experience and purpose_: People here can have an idea, make a plan, and see it through. Our people enjoy genuinely impacting change and controlling their professional success.
- _Flexible, modern, working arrangements_: Find your own method for collaboration and productivity to achieve a happy balance.

**Do I need to meet all the requirements to apply?**

**About Logicalis Australia**
Logicalis Australia is a division of the Logicalis Group, an international IT Solutions Integrator who employs 7,000+ staff, across 65 locations worldwide. With operations in Melbourne, Sydney, Brisbane and Cyberjaya, Malaysia. Logicalis Australia enables organisations to transform their internal capabilities and gain greater business value from their IT investment, and is widely regarded as a best-in-class leader of its field.

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