Customer Success Manager

4 days ago

Brisbane, Australia Skedulo Full time

Here at Skedulo we’re on a mission to support the 2.7 billion people in the world—and the companies that employ them—who do not work at a desk every day. Our global teams are collaborative, ambitious, innovative, and passionate about helping our customers realize their fullest potential by enabling their mobile workforces.

The Skedulo team is a tight-knit group of builders who are passionate about shaping the future of how work gets done outside of the traditional office setting. We are looking for motivated, self-starters who share our values, challenge the status quo, and push the pace of innovation in order to accelerate growth. If you’re drawn to solving hard problems and want to help develop software that will make a difference in people’s lives, Skedulo is for you. Visit our website to learn more about what Skedulo does and to learn more about our people and team.

The Customer Success Manager at Skedulo manages a specific set of customers and is accountable for ensuring operational stability, adoption, renewal, and expansion of the Skedulo platform over time within that portfolio. The role engages directly with our customers to establish ongoing engagement from key stakeholders to allow the CSM to understand their use cases, pain points and to help ultimately deliver tangible business value outcomes from the customer relationship with Skedulo.

**RESPONSIBILITIES**
- Own a balanced portfolio of accounts, with the goal of (mínimally) renewing customers year over year and (ideally) identifying revenue expansion opportunities
- Consult with customers to understand their business and strategic goals throughout the customer lifecycle; ensure customer’s overall objectives are being met and drive outcomes through adoption of product and services
- Establish and grow key relationships with executive sponsors and decision makers across full book of business
- Triage customer escalations to drive resolution internally with stakeholders and externally with customers
- Partner closely with Sales, Finance and CX leadership to mitigate churn risk and ensure ongoing customer success retaining Customers for Life
- Evangelize new product features and provide customer feedback to Sales, Product, Engineering and CX teams
- Participate in events and seminars to maintain a deep domain understanding of the workforce management space
- Prepare and execute on jointly agreed customer success plans
- Increase adoption and expand usage of Skedulo within each account while identifying opportunities for cross-sell and up-sell
- Introduce new product features and communicate Skedulo best practices to customers
- Assist with core product on-boarding process: have a strong knowledge of our product and customer journey while working with internal and external stakeholders
- Collaborate with the Services Delivery project team during custom implementations of Skedulo
- Build Skedulo product champions and excellent Customer Advocates within each customer account
- Collaborate with Marketing and PR teams on customer events, sales references and success stories
- Responsible for key customer success metrics, including customer adoption, expansion, renewal, churn and satisfaction.

**Requirements**:
**MINIMUM QUALIFICATIONS**
- Must have 5+ years previous experience directly engaging and managing customer accounts and relationships
- Must possess a strong attention to detail and ability to produce highly accurate analysis
- Must have excellent verbal, written and interpersonal communication skills
- Must have extremely strong executive presentation skills and ability to demo solutions

**DESIRED SKILLS/EXPERIENCE**
- Business savvy; ability to translate business needs into product requirements
- Strong attention to detail and ability to produce highly accurate analysis
- Strong project management skills to manage customer issues and escalations
- Ability to establish credibility and build lasting relationships with senior level executives
- Experience managing customers in a global SaaS environment
- A strong teamwork ethic is highly desired
- Beneficial to have good configuration knowledge of Salesforce
- Beneficial to have a working knowledge of the Atlassian Suite, JIRA, Confluence and Service Desk
- Experience using Salesforce, Gainsight and Zendesk is a plus
- Beneficial to have prior experience working with offshore and distributed teams

**Benefits**
- Fun, creative and fast-paced working environment
- Competitive salary
- Flextime - 3 days in the office & 2 days work from home
- Mental Health Support/Resources through Modern Health
- 3 Paid Volunteer Days per year
- 10 paid sick days per year
- 4 weeks paid leave per year
- 8 Days of public holidays per year
- Stock Options/ Equity
- Kitchen stocked with snacks & drinks
- Paid Parental Leave for both carers
- Learning & Development Stipend
- Employee Referral Bonus
- Our offices have creative, open workspaces with room to play, reflect, and relax
- Our team is extre

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