Customer Success Manager

Do you want to join a team striving to transform how an industry trades through technology?

Do you want to be part of a fun, diverse team of over 110 who are rapidly growing in a ‘scale up’ environment?

At Ordermentum we are on a mission to become the single platform of choice for all food and beverage companies to manage orders, facilitate payment and discover new products and services that save time and money.

We are looking for a driven, self motivated Customer Success Manager to join our growing Supplier Success team. They will have the ability to navigate change and deliver key priorities whilst liaising with the business to ensure the customer has the tools for success.

As a crucial role in the business, this individual is the conduit between the customer & Ordermentum. The successful candidate will be able to build rapport easily, decipher broad business principles & processes and maintain customer relationships.

Our head office is in Sydney, we have a smaller office in Melbourne and some more awesome people located around Australia. This will be our first role in Adelaide so you will need to be comfortable working remote without an office for now. However you will get to be on the road 1-2 days a week visiting suppliers and come visit our offices a few times a year.

What you’ll do

- Identify common customer challenges and actively suggest better solutions
- Promote growth within your accounts by uncovering, scoping and qualifying opportunities where customers can utilise the full range of Ordermentum’s features
- Create customer value by accelerating usage, support, and influence upsell
- Provide helpful insights to your customers to ensure that the Ordermentum platform is helping them trade smarter
- Coach customers to be product experts
- Help drive customer references and case studies
- Engage 1:1 with targeted customers at critical points in their journey to increase adoption.
- Contribute to department OKRs and manage a portfolio of accounts with clear retention and growth goals
- Report directly to the Head of Supplier Success

What you’ll have

- 2-4+ years in a Customer Success or Support role, ideally within SaaS or tech-enabled services
- Proven track record of hitting or exceeding upsell or expansion targets
- Knowledge of best practice including external referencing and ways to enhance our current processes
- Experience in communicating key messages in a clear and succinct manner
- Strong prioritisation skills — you can separate signal from noise and focus on what moves the needle
- Resilience, energy, and a proactive mindset — you run toward problems, not away from them
- Comfortable navigating change and ambiguity — you don’t need your hand held
- Team-first attitude — we move fast and win together.
- Bonus points for experience in the Food & Beverage or wholesale industry

Behavioural Competencies and Personal Attributes

- Energy and resilience in spades
- Ready for a new challenge and able to hit the ground running
- How you do things is just as important as the work you’re doing
- Ability to connect and influence
- We love seeing each other win so team attitude is a must
- Positive, can-do attitude that inspires others
- A lifelong ambition to learn and improve

What you get

- We are a WORK180 Endorsed Employer for all women
- Great office centrally located in Carlton with a flexible working environment believing in getting things done rather than counting time at a desk.
- A wellbeing allowance and lifelong learner allowance
- 4 extra days off a year for you to do you
- We cover your mobile phone bill
- Work in a highly capable team working on some interesting problems
- Plus working in Food & Bev usually means lots of treats

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