Customer Success Manager

1 month ago

Sydney, Australia Standards Australia Full time

**18th May, 2023**:
**Who are we?**

Come join our collaborative, flexible and friendly team at Standards Australia and be a part of Australia’s future We are the peak non-government Standards body in Australia and we facilitate the creation of consensus solutions to address the needs of Australian industry, policy makers and the wider community.

We work closely with government, industry, consumer, and stakeholder groups and are working in exciting areas such as circular economy, artificial intelligence, renewable energy and smart tech.

We are experiencing an exciting period of growth embarking on a number of new projects, which would see our current team of 300+ employees grow substantially throughout 2023.

**About the Role**

The Customer Success Manager is primarily responsible for delivering an excellent customer experience for all Standards Australia’s customers who interact with the customer success team. This incorporates the Customer Success Specialists and Front of House Coordinators.

This role focuses on building customer-centric capability and performance within their direct team but also advocating for customer excellence across the business. It is essential that the Customer Success Manager:

- Develops an excellent understanding of the business, its objectives, strategies and challenges
- Develops effective and cooperative relationships to support and enable a culture of customer excellence
- Are an exemplar of customer excellence and influences others to embed a customer-centric culture
- Demonstrates strong leadership skills
- Maintains trust, confidence and appropriate confidentiality
- Is an exemplar of the organisation’s iCARE values

**What you'll do**
- Develop and implement a robust customer excellence delivery infrastructure, including technology, policies & procedures, building capability, knowledge platforms, performance KPIs and any other measures required to fulfil a first-class customer experience and embed customer-centric behaviours
- Develop customer experience strategies, programs and initiatives to enable customer-centric strategic decision-making processes and responses to issues
- Develop and deliver integrated customer engagement and communication initiatives to improve and enhance the perceptions and experiences of customers and communities
- Participate in customer research programs, dialogue and other forms of engagement to understand key concerns and issues and enhancement of customer services and service delivery models
- Responsible for the overall satisfaction and proactive retention of customers through knowledge of SAs core business and products
- Manage and drive retail sales, deliver a competitive after-sales service and ensure an accurate CRM
- Acts as the liaison between customers, distributors and internal stakeholders to resolve issues and deliver positive customer outcomes
- Serves as the voice of the customer, championing internal feedback on product enhancements and how to serve customers better
- Manages customer complaints which appease customer dissatisfaction and delivers resolutions to retain satisfied customers
- Provides superior customer service and maintains high customer satisfaction scores
- Ensures all Customer Success Specialists deliver professional written and verbal communication to all customers
- Remains informed on the latest industry trends, technology and best practices to optimise the customer experience
- Managing appropriate decision making for customer escalations, including refunds and disoute resolution
- Fosters an environment of teamwork amongst a broad range of internal stakeholders to positively address customer needs
- Partners with the Voice of the Customer team to ensure feedback is measuring what matters, and following through with actions for areas of improvement
- Develops and delivers competitive customer satisfaction metrics, goals, KPIs, OKRs
- Works to keep all people ‘on message’ in both language and behaviour
- Has a clear team vision and direction, so they understand how they contribute to the long-term success
- Establishes a supportive environment with a culture of expectation setting, timely feedback, effective training, coaching, mentoring and support resulting in high-performance
- Addresses any performance issues in a timely and fair manner
- Manage and lead daily operations as well as big picture thinking
- Plans for current and future talent, actively onboarding employees with the future in mind

**About you**
- Minimum 5+ years of leadership experience from a call centre or customer support environment
- Experience in creating measures to improve the customer experience
- Track record of following through to ensure success
- Proficient in the use of Microsoft Office Suite
- Proficient knowledge of Salesforce
- Experience in improving NPS

**Working for us**

Our organisational values - Integrity, Courage, Accountability, Respect, and Excellence form the basis of all we do. Our success is

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