Customer Success Manager

7 months ago

Melbourne, Australia Auror Full time

**About Auror**

At Auror, we’re empowering the retail industry to reduce theft and Organized Retail Crime, a $100 billion problem globally. It’s high-volume crime that’s increasingly organized in nature and is putting people, retailers, and communities at risk every day.

Founded in New Zealand, we’re working with some of the best and largest retailers in the world across Australasia, North America, and the UK.

Auror connects people with intelligence to reduce crime. As a company, we’ve built a high-performing, positive culture with a focus on providing an inclusive environment for a diverse team. If you’re excited about reducing crime and building safer communities, for everyone, then we want you on our team.

**About Customer Success at Auror**

Customer Success at Auror is high impact. As we bring on some of the world's largest retailers a lot of our time is spent on planning and delivering large-scale rollouts, running training sessions for thousands of users and creating strategic engagement plans that ensure our customers see a reduction of crime and harm in their stores. And we are incredibly successful in doing this.

We pride ourselves on the partnerships we have with our customers. We have an incredible NPS score of 71.6 and continue to have high engagement and satisfaction from our customers.

**About the role**

Our Customer Success Managers build strong relationships with our customers through relational and strategic engagement, delivering results that have a true impact on retail communities. You will partner with key stakeholders and focus on ensuring their organisation is seeing the value and achieving real crime reduction outcomes from using the Auror platform.

Through running pilots and leading project rollouts, developing and delivering strategic engagement plans for our retail partners, you will identify ways in which customer and user engagement can increase, and champion relationships can strengthen. With the support of the Customer Success Specialists, you will run training and presentations to varying groups of stakeholders, users, and Police to help them realise the value.

**Your Responsibilities**
- Owning the customer success relationship and supporting commercial Account Management through partnership with our Retail Partnership Managers (Account and Sales managers)
- Working with our key champions to understand their priorities and how Auror can add value through ongoing strategic engagement at a market, regional, or user level
- Building proactive customer engagement plans to ensure our customers are reaching their user engagement goals
- Leading pilots & implementations with expert project management capability, focusing on our larger more complex retail partners
- Working with the Customer Success Specialists to surface platform wins and outcomes and sharing those learnings to key champions at Loss Prevention director-level
- Partnering with customers on Change & Process Management
- Analysing and utilising customer data and creating insights to drive better customer outcomes
- Fostering collaboration across retail and law enforcement

**Requirements**:
To ace this role, you will have
- Previous experience in Customer Success, Customer Care, Account Management roles preferably in the tech industry
- You are analytical and have the ability to turn data into insights to inform structured and strategic solutions
- Your strategic and big-picture mindset will see you using multiple data points to ensure that everything we do as a team contributes to Auror’s long-term goals
- Have experience driving change management within business processes, systems and technology with a people-first focus
- Ability to guide our customers through rollouts and implementations, using your project management and people skills to make it seamless and successful
- Have the ability to see where our users are coming from, understand their day-to-day and be able to be empathic in their views
- Enjoy working as part of a team and build strong working relationships but can also be self-starting and able to work alone
- Have an interest in the tech industry and have knowledge of Auror’s brand and story
- Are happy to travel for regular customer meetings and events

We are looking for people who demonstrate a strong alignment to our Guiding Principles (you can find these on our Careers page).

**Benefits**
- **Salary range**:This will depend on the level of experience. We have scoped this role as an IC3 with a hiring salary range of $90,000 - $114,000 AUD
- **Employee share scheme**: You’ll own part of a company making a real difference
- **Flexibility**: We are hard-working and outcome-focused, but recognise there is more to life than work. We promote a healthy work/life blend.
- **Shorter work weeks (at full pay**): Everyone gets Friday afternoons off, so you can start your weekend early, and do more of whatever it is that makes you happy.
- **Focus on mental and physical health**:

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