Customer Success

You are applying for the position of Customer Success - ANZ for company Soprano Design. Please fill in your details below to submit an application for this position.

This position is located in: Melbourne

Soprano's flagship product, Soprano Connect, is an innovative award-winning CPaaS platform that helps customers to strategically integrate email, SMS, voice, conversational AI, IP messaging, and social channels such as RCS, WhatsApp, and Google Business Messages into a seamless secure omni-channel business mobile messaging experience.

POSITION SUMMARY

Soprano Customer Success team engages our corporate customers to drive adoption and demonstrate ongoing value. This critical function is responsible for customer relationships across all levels of the client and forms part of the go-to-market account team. You will ensure customers are satisfied with our products and services by being customer advocates within the organization and Soprano evangelists with our clients. You will ensure the customers obtain a return on their investment in Soprano by maximizing value from our platform. Customer Success needs to minimize churn from our platform while increasing usage of software, services, and messaging as well as identifying new use cases and opportunities that Business Development Managers (BDM) will commercially negotiate to closure.

Additionally, you will help our customers better utilize the Soprano platform and ensure the clients are familiar with the essential components to allow them to send communications and engage with their audience. As the primary point of contact after clients sign up to Soprano services, the CSM will need to monitor the customer onboarding, build and maintain a strong relationship with the customer that will help them evolve their usage of our platform over time, provide technical advice, assist with service requests, promote and educate clients on existing/new product features and present Soprano's roadmap.

The CS will be responsible for customer renewals and growth under their existing contract while educating clients on the flexibility and capabilities of the Soprano platform by becoming Soprano Product SMEs and working with the rest of the organization to uncover new ways to assist clients and evolve the product.

The CS will also be responsible for monitoring and managing customer escalation by working with the Customer Support Centre and TechOps in maintaining high performance levels of support related processes. Where required, the CS will take ownership of critical incidents, coordinating with resolution parties and establishing effective communication between stakeholders for post-incident reviews that meet customer SLAs.

For Low Touch Customers, the CS is responsible for managing and nurturing customer relationships primarily through scalable, one-to-many interactions via our channel partners. This role focuses on collaborating with channel partners to develop and execute strategies that promote product adoption, customer satisfaction, and retention of customers under low-touch engagement methods. These may be adjusted across the financial year's half based on management discretion.

KEY RESPONSIBILITIES:

This includes but is not limited to:

1. Coordinate with internal and external teams for a successful customer outcome.
2. Drive retention and growth among our most valuable customers by understanding their business needs and helping them to measure success using the Soprano platform.
3. Enable successful adoption of Soprano including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in person.
4. Maintain a cadence of communicating with end clients or via channel partners to drive customer adoption trends, sentiment, and mining opportunities for deeper engagement with our direct customers or via our joint channel partners.
5. Identify opportunities for channel customers to act as Soprano / Partner advocates (e.g. testimonials, case studies).
6. Collaborate closely with Channel teams to support new use cases, pilots, renewals, and expansion opportunities.
7. Marshall resources across the Soprano organization as needed to support customers' needs.
8. Represent the voice of our channel to inform our sales process and product roadmap from a post-sales engagement.
9. Contribute to Customer Success programs, process, and knowledge base improvements.
10. Perform gap analysis of requirements against existing deliverables for Soprano Channel Teams to follow up.
11. Ensure Soprano platform technology skills are kept up-to-date.
12. Proactively seek opportunities to broaden and deepen knowledge base and proficiencies.
13. Track and monitor performance and action plans to achieve targets.
14. Guide new customers through the onboarding process by working with the relevant internal teams to use automated tools and resources.
15. Develop and maintain self-service resources such as tutorials, FAQs, and knowledge base articles.
16. Foster a community of channel-based end users through forums, user groups, and social media engagement.
17. Identify and cultivate customer advocates who can provide testimonials, case studies, and referrals.
18. Work with marketing and installed based program lead to plan digital engagement and programs to target and improve the overall experience of our installed base customers.

SECONDARY RESPONSIBILITIES:

1. Organize digital online events with agenda, subject matter experts, and panelists for customer engagement and interaction.
2. Collaborate with channel partners to create and execute joint marketing campaigns aimed at driving customer acquisition and product adoption.
3. Work with partners to develop and implement strategies for improving customer satisfaction and reducing churn.
4. Monitor and analyze partner-led customer engagement activities to ensure alignment with customer success goals.
5. Run joint NPS surveys with channel partners to understand the heartbeat of our customers and to acquire feedback on areas of improvements.
6. Keep open communication with all stakeholders at all times, both verbal and written. Any deviation from planned activities delivery to be highlighted to the respective contacts as soon as possible with mitigation recommendations.
7. Maintain confidentiality of client affairs and channel details at all times between one another.

EXPERIENCE/SKILLS TO SUCCEED

1. At least 2 years technical solution delivery ideally with enterprise brands.
2. Demonstrable track record of successful client-facing delivery.
3. Experience working with large enterprise customers.
4. Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals.
5. Empathetic, positive attitude with a desire to help our customers reach their goals.
6. Ability to work under pressure, in a results-based environment.
7. 'Can do' attitude towards achieving goals and targets.
8. Exceptional communication skills, highly organized, collaborative, and detail-oriented.
9. Can process issues quickly and accurately.
10. Experience with SaaS solution implementation.
11. Able to work independently and within the team to efficiently meet deadlines.
12. Follow through with commitments and foster mutual trust with fellow employees.
13. Assume additional responsibility without being asked.
14. Strong skills in analytical, logical, and lateral thinking.
15. Able to solve complex problems involving multiple variables and uncertainty.
16. Strong skills in workshop facilitation and project governance.
17. Strong and applied skills in MS Word, Excel, PowerPoint, Google productivity suite.
18. Preferred skills in Jira issue tracking, ChurnZero, Salesforce CRM.

WHY WORK FOR SOPRANO:

1. Work for a leader in the CPaaS industry: We are a leading enabler for enterprise communications, with a customer-centered approach that allows us to reach significant results with our clients and partners.
2. Our focus on Technology: We pride ourselves on building technology for the future of communication that creates richer meanings, deeper trust, and better connections.
3. Global presence: Soprano is headquartered in Sydney, but we have a global presence in Europe, North America, South America, New Zealand, and Southeast Asia.
4. Collaborative and inclusive environment: We are committed to a workplace environment where every employee is respected and empowered to be their best selves at work.
5. Training and Development: We're a small company with a global presence that allows you to gain valuable insight and exposure to various markets worldwide.
6. Competitive salaries: We are a pay-for-performance company that values your contributions through our competitive salaries, rewards, and recognition programs.
7. Flexible Working: We're lovers of hybrid working, and this allows us to stay connected to our global teams while allocating time to do the things we love.

People are at the core of what we do and Soprano Design Pty Ltd is committed to a safe, diverse, and inclusive workplace where we all thrive and succeed together. We encourage applications of all ages, genders, nationalities, backgrounds, and cultures. Please let us know if you require any adjustments to the recruitment process.

All successful applicants will need to provide two professional reference checks and are subject to satisfactory background checks.

Candidate Privacy Notice: By submitting my application for this position I confirm that I have read and understood the Candidate Privacy Notice.

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