Ict Account

**POSITION TITLE**:ICT Account and Customer Success Manager

**POSITION TYPE**:Full Time

**LOCATION**:Milton Office (or other location based on client/customer needs)

**SUPERVISOR / MANAGER**:Head of Customer Experience

**Overview**
The role of ICT Account & Customer Success Manager (ICTCSM) is to be the primary point of contact for their portfolio of accounts and be the customers trusted advisor for our solutions.
CSMs should increase customer adoption and utilisation of our products and encourage additional sales by providing sound business recommendations to the customer. Part of the role will also be to manage the customer satisfaction and retention of accounts.

The ICTCSM role commences their engagement with the customer during the customer handover of their new solution and will maintain regular contact with the customer from this point on. The ICTCSM is responsible for all maintenance (such as contact details) on the customer's account and will also carry out onboarding duties for smaller change controls.

**Main Duties / Responsibilities**
- Active involvement in later stage of customer discovery
- Assisting with process mapping as requested.
- Review draft Business Requirements Documents (BRD’s)
- Active involvement in solution design sessions.
- Adhering to project deadlines.
- Identifying new sales opportunities within existing customers' accounts
- Scheduling and maintaining tasks/activities.
- Up to date knowledge of products and platforms such as FileBound, M-Files, Microsoft Suite and other related software.
- Regular customer contact.
- Act as liaison between the customer, client and internal resources as necessary.
- Monitor customer issues post onboarding, escalating to senior technical support when required.
- Triage and assist with customer complaints, escalating when required.
- Internal testing following quality testing processes provided by the technical team.
- Scheduling of customer training as required
- Customer training on the new systeM/Features.
- Internal walkthrough and documented handover with Support.
- Create work instructions (WI) for data operations team.
- Create customer user guides.
- Direct go live day support for the customer.
- Attend pre-go live system demonstration
- Attend internal customer handover meetings
- Follow the new customer contact schedule, which includes daily contact with the customer on the week of their go live.
- Follow the existing customer contact schedule, which includes regular Business Solution Reviews.
- Perform quarterly/biannual business solution reviews dependent on customers success plan (CSP) level
- Provide regular reporting on support tickets utilisation and other information as required.
- Create and conduct webinars/learning sessions for clients and customers.
- Completion of tasks and administrative duties.
- Write detailed change controls following the change control process.
- Ensure all activities are logged within CRM against the appropriate account.
- Keep up to date with best practice methods for customer success.
- Contribute to ongoing improvement programs.
- Produce reports for the executive team as required.
- Other tasks as directed.

**SKILLS & EXPERIENCE**

**Skills**
- Strong ability to collect and analyse data from reporting solutions or databases
- Strong time management skills.
- High-level of business process acumen.
- High level of organisational skills including multi-tasking ability.
- Excellent communication techniques.
- Experience with (internal) sales a benefit.
- Excellent written and verbal English communication.
- Intermediate skill with the Microsoft Office 365 Suite.
- Skill with Dynamics 365 a benefit

**Experience**
- Experience working in a high volume and demanding environment
- Experience working across multiple verticals
- Experienc in Data Management and Automation
- 3+ years customer service experience.
- 3+ years in a technology industry.

**PERFORMANCE GOALS**:

- Achieve customer retention targets.
- Achieve customer satisfaction target.
- Adhere to customer contact schedule.
- Achieve sales revenue targets.
- Process compliance target achievement
- Alignment to RBC Values

**ATTRIBUTES**:

- A strong sense of customer centricity.
- Self-motivated and strong sense of accountability.
- Personable with excellent team building skills.
- Able to think logically and analytically in a problem-solving environment.
- Self-sufficiency and a high degree of autonomy.
- A willingness to work and adapt to a fast growing and changing environment.
- Great sense of humour.
- An open-minded approach to new ideas, practices and methods.
- Pleasant and polite manner.
- High energy level.
- A current Australian Driver’s License and a vehicle.
- An open, fair, positive ‘can do’ attitude.

**Salary**: $70,000.00 - $80,000.00 per year

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus

Ability to commute/relocate:

- Milton, QLD 4064: Reliably commute or planning to relocate before start