Customer Success

6 months ago

Melbourne, Australia Eptura Full time

**Who are we**:
Eptura is a global worktech company that provides software solutions for people, workplaces and assets to enable everyone to reach their full potential. With 16 million users across 115 countries, we are trusted by over 16,000 of the world’s leading companies to realise a better future at work.

**Role Overview**:
As a Customer Success Manager, you will own a book of business and own user adoption and customer retention within these accounts. Your goals are to maximise growth and minimise gross churn. You will identify opportunities for upselling, know when users are ready to move into higher modules, get additional training, or upgrade their software package. In addition, you will cross-collaborate with the sales teams and build solid client relationships. You are comfortable with having difficult conversations with internal and external key and executive stakeholders and will act as the first escalation point for your customers. You will work closely with the Manager of Customer Success to inform them of at-risk customers, devise back-to-health plans, and execute these plans.

**Responsibilities**:

- Manage a portfolio of accounts by thoroughly understanding drivers, identifying opportunities for growth, and managing risks.
- Help customers translate their strategic use cases into company solutions and communicate a clear ROI to the customer.
- Champion customer adoption and optimise worktech experiences, driving long-term value and loyalty.
- Manage customer stakeholders effectively and build long lasting relationships with business owners of the Eptura solutions and with executive sponsors of these solutions on the customer’s side.
- Act as the primary post-sale customer contact to guarantee successful onboarding, user adoption, and retention, i.e own the overall success of the account.
- Leverage your strong customer relationships in difficult times.
- Meet and exceed net retention and gross churn targets for assigned accounts.
- Deliver all identified touches in the customer journey, including business and roadmap reviews, and overall cadence (both personal and automated where necessary).
- Leverage and help inform customer health analytics to identify customer expansion opportunities, churn risks, and impacts on customer satisfaction or value.
- Process cancellations and document reasons.
- Effectively assemble and leverage internal cross-functional teams to deliver back-health-plans for distressed customers including Professional Services, Support, Account Executives, and Sales, as well as customer stakeholders and business partners.
- Assist the renewal and account management teams in all renewal activities as needed.
- Collaborate with Customer Marketing to grow a library of customer success stories, testimonials, success stories, and online reviews.
- Contribute as necessary to the success of CS operations projects that are address gaps within the customer journey
- Provide feedback and support to the enablement team in their new initiative as necessary
- Maintain updated records and forecasting accuracy in all systems (Salesforce and CS tool)

**What will make you successful**:

- Success is defined by our customers realising benefit and value from our products, achieving healthy and long-term success.
- You are a customer-centric individual, obsessed with providing an excellent customer experience.
- You have a strong understanding of Customer Success as an industry, and a practice, and have successfully managed a book of business as a CSM for key accounts, or
- You have previous industry experience that enables you to have strategic conversations with your customers, or previous in-depth experience with the Eptura products. You have also supported complex larger Enterprise and global customers in a previous role.
- You enjoy building deep, trust driven relationships with customers, beyond the daily business owner of the Eptura solutions.
- You are comfortable with working with complex data and identifying patterns.
- You welcome change in general, and new processes and tactics in particular.
- You enjoy continuous learning and seek to understand technology products from a user perspective.
- You follow Worktech industry trends and leverage these to further customer conversations.
- You are results-driven with a strong background in Corporate Real Estate / Customer Success / Account Management and / or other Customer facing functions.
- You have a good understanding and/or adoption of Industry tools and data sources (Salesforce, ChurnZero, PlanHat, Totango, Gainsight etc.).
- You have a solid understanding of customer success metrics (Gross Retention, Net Retention, NPS, common Health score components)
- You keep up to date with trends and best practices to increase metrics like product adoption, customer satisfaction, retention, and cross-sell/upsell revenue.

**Benefits**:

- Employee Assistance Program
- Be a part of a company that is changing the workplace
- Be a part o

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