Customer Success Account Manager

4 weeks ago

North Sydney Council, Australia Transvirtual Full time

We are looking for a motivated and experienced Customer Success Manager to champion the high standard of excellence demonstrated by our team on a daily basis. Our ideal candidate will be responsible for engaging and managing relationships with our clients, ensuring their satisfaction with our product and services, and driving revenue & retention. Very importantly, you will act as the key support and technical escalation point.

Responsibilities

- Develop a deep understanding of our product and its features, and work closely with customers to help them get the most out of our solution
- Build and maintain strong relationships with our customers, acting as their primary point of contact for any questions, concerns, or issues that may arise
- Act as the key point of technical and support escalation
- Proactively identify opportunities to upsell and cross-sell our services, and work with the Sales team to close new business
- Monitor customer health and engagement metrics, and develop and execute strategies to improve retention and reduce churn
- Drive adoption and usage of our product by providing guidance, training, and best practices to our customers
- Build relationships with cross-functional teams (Operations, Engineering, Sales, Product, Marketing) to deliver the best experience for our clients and raise the company's NPS
- Represent the voice of the customer to internal teams, and provide feedback and insights to help drive product and service improvements

Requirements

- Bachelor's degree in business, marketing, or related field
- 3+ years of experience in a customer success or professional, client-focused account servicing role, preferably within a SaaS business
- Outstanding execution and product demonstration abilities
- Strong communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders
- Excellent problem-solving skills, with the ability to identify and resolve complex issues
- Demonstrated ability to manage multiple projects and customers simultaneously
- Familiarity with customer success metrics, and the ability to analyze and interpret data to drive action
- Experience with CRM and customer engagement software (e.g. HubSpot, Intercom)
- Previous experience working with timesheet, payroll, or accounting software a bonus
- Ability to work independently and remotely, with a strong work ethic and time management skills
- Familiarity with our industry is a plus

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