Customer Success Manager

2 weeks ago

Melbourne, Australia FUJIFILM Full time

Exciting opportunity to join a market-leading global organisation
- Thrive in a dynamic workplace where innovation and initiative is valued Roles based out of Canberra, Brisbane, Sydney and Melbourne

**OUR STORY**

FUJIFILM have a proud history of providing innovative products and services that contribute to the advancement of culture, science, technology and industry, as well as improved health and environmental protection in society. We are dedicated to achieving a sustainable society and ensuring a better world for future generations. Employees are ambassadors for living and breathing our Shared Values.

**THE OPPORTUNITY**

Reporting to the Customer Success Leader, your main responsibility will be to support the Strategic Account Director in delivering a high-quality customer experience. The role will be the primary point of contact for customers on a day-to-day basis with queries about products, services, orders and implementation. The role will take the lead on managing moves, adds and changes within the account.

**Key Responsibilities**:

- Align account strategy with the Strategic Account Director and provide support to them to ensure consistency in management of the account to ensure the Strategic Account Director can focus on selling and developing the account
- Manage the day-to-day account enquiries from the customer to lead all account related enquiries and issues and to ensure a pathway to resolution is established
- Working closely with the Strategic Account Director to identify cross sell and upsell opportunities within the account and to fulfil the sales cycle on behalf of the Strategic Account Director for low level opportunities
- Work closely with internal functions such as commercial, legal, sales operations, Business Services Operations, billing, presales and post sales to support the Strategic Account Director with the sales cycle from inception to deployment
- Review account performance with the Strategic Account Directors through data and other means to identify areas for improvement
- Collaborate with FBAU functions to ensure customer requirements are met
- Develop and implement strategies to increase customer retention and engagement
- Must provide a Territory Sales Plan to the Strategic Account Director to execute
- Regularly meeting with the Strategic Account Director to plan future account opportunities and review health of the account
- Research accounts, identify relevant contacts and generate interest
- Team with Strategic Account Directors to build opportunity pipeline and close deals to achieve sales quotas
- Maintain and update sales and customer records in CRM
- Ensure sales support tasks and duties are undertaken on behalf of the Strategic Account Director
- Working closely with the Strategic Account Director and the Bids & Tenders team to support the collation of information required for a tender submission in alignment with the Strategic Account Directors direction Ensure Customer Happy Experience (CHX) is managed and delivered on behalf of sales

**Skills & Qualifications**
- Proven inside sales experience, preferably with a technology company
- Hands on experience with CRM software and MS Office (MS excel in particular)
- Highly efficient in executing and managing customer expectations
- Proficient with corporate productivity and web presentation tools
- An understanding of sales performance metrics Excellent organisational and multitasking skills

**BENEFITS**:

- In house training and development and Generous Educational Assistance policy.
- Diverse Career Development opportunities.
- Employee Discounts through our “Gold Pass” rewards platform.
- Income Protection and Life Insurance. Salary Packaging & Novated Leasing available.

**OUR COMMITMENT**

**Diversity & Inclusion**

Respecting diversity is the foundation of everything that we do at FBAU.

This allows us to Instil Trust and Collaborate through honest and fair Communication and helps cultivate an environment of Growth and Innovation.

We strongly encourage applicants from key communities including Aboriginal and Torres Strait Islanders, LGBTIQ+ people, and people living with disabilities.

**Vaccination Policy**

The (FBAU) COVID-19 Vaccination Policy requires employees to be fully vaccinated against COVID-19. Appropriate evidence that you are fully vaccinated against COVID-19 must be provided upon commencement with FBAU

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