Customer Success Account Manager

7 months ago

Adelaide, Australia BespokeHR Full time

Based at Lot Fourteen, become involved in a high-tech startup to contribute to the customer success process
- Exciting executive position in a technology scale up
- Be a critical player in speeding up the sustainability journey
- Strong team, blue chip customer base and well-funded for growth

**Who the Company is?**

Trellis is a Software and Data-as-a-Service provider supporting typically large organisation’s to speed up their sustainability journey towards net-zero and utility / resource optimization.

Trellis leverages various technologies to intercept, process and interpret large volumes of financial grade data to support business and government make better data-based decisions, boost sustainability, optimize operations and ultimately achieve better environmental and financial outcomes.

Since launching in 2018, Trellis has achieved incredible success in growing a national clientele made up of blue-chip customers including: local and state government, Universities, and large corporates.

The business has a highly capable and experienced core team, is well funded by a group of committed investors, well supported by a highly experienced board, and has developed a clear strategy for continued growth.

**About the Opportunity**:
Join the heartbeat of our scale-up family This position coordinates the customer relationship and includes overseeing the onboarding of new customers, drives ongoing adoption and takes ownership of customer issues to guarantee customer success.

The spotlight will be on ensuring customers are efficiently onboarded, serviced, and supported to maximise back-end efficiency and front-end (customer) utilisation, service penetration and retention.

To be successful in this role, you must be a natural problem solver who loves providing outstanding customer experiences and has a passion for working with tech-based products in a scale-up environment.

This opportunity can be full time, part time or school hours.

**Key Responsibilities**:

- Enabling a successful roll-out experience for new customers.
- Engaging with customers on their adoption and identifying any challenges or opportunities.
- Assisting to maximise renewals and additional licence opportunities by keeping strong connections and relationships with clients
- Being the primary point of contact for handling and resolving customer requests and complaints.
- Assisting to project manage team resources to effectively and efficiently support customer needs.
- Being the ongoing customer advocate and voice within the Company.

**Of course, you will need to love working in the sustainability and tech space but you will also have**:

- A proven track record and a minimum of 2 years’ experience in optimising the customer experience, ideally for software/technical products.
- A passion for being part of a scale-up and have experience in setting up processes and foundations from scratch.
- A highly analytical mindset with outstanding critical thinking, and problem-solving skills and the ability to identify areas of improvement.
- Initiative, tenacity, resilience and drive.
- Exceptional communication skills, be highly organised and have a collaborative approach.
- High Information Technology literacy and exposure to systems that can automate, simplify and streamline internal activities and customer touchpoints.
- Professional written and verbal communication.
- High energy, have a positive demeanour and be a strong people person.
- Ability to develop ongoing rapport with clients and develop strong professional relationships.
- Ability to develop presentations and speak confidently with major stakeholders.

**Why Trellis?**
- Opportunity to make a real difference to the world.
- Great location based in Lot Fourteen in the Adelaide CBD.
- Have the opportunity to be supported and mentored by experienced Founders and Board
- Flexible working arrangements including mixed office and work from home.
- Supportive work environment with an excellent team culture.
- Work with a smart, collaborative, innovative tech team that tackles complex and interesting problems.

**Sound like you?

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