Achieving Customer Excellence

5 days ago

Sydney, New South Wales, Australia beBeeCustomer Full time $85,000 - $100,000
Job Summary

The Customer Success Manager will play a key role in driving customer strategy for two of our largest Government clients.

Key responsibilities include:

  • Establishing and nurturing customer relationships built on trust, developing client champions, and identifying key stakeholders.
  • Driving and managing client relationships, developing mutual success plans for customers that outline their metrics for success and providing clients with recommendations.
  • Collecting requirements and requests from clients for ongoing projects, managing client expectations externally while monitoring task completion internally to ensure quality standards and client satisfaction are met.
  • Closely monitoring adoption rates of assigned clients; providing keen insight into exactly how customers are using ISV services and KINSHIP services, the pros and cons, and identification of areas for improvement.
  • Being able to communicate the value associated with their investment in KINSHIP digital services.

Requirements:

  • Relevant work experience in Customer Success or Client Services preferably in SaaS.
  • A do-anything attitude for delighting the customer. We are customer-centric, meaning we drop everything to solve problems and make our customers happy.
  • Exceptional written and verbal communication skills.
  • Strong organisational skills in a fast-paced environment.
  • Self-starting problem solver, who isn't afraid to learn on the go and enjoys fast-paced working environment.
  • Demonstrated experience and a passion for customer experience.
  • You have comfort with preparing and delivering formal executive business reviews (EBR) to senior-level executives, with a focus on project-specific achievements and customer health.
  • CXM sales or success experience highly desirable.

What We Offer:

  • Professional development assistance.
  • Work from home.

Supplemental Pay Types:

  • Performance bonus.

Ability to Commute/Relocate:

  • Reliably commute or planning to relocate before starting work (required).

Work Authorisation:

  • Australia (preferred).

Key Qualifications:

  • Excellent customer service and relationship-building skills.
  • Strong analytical and problem-solving skills.
  • Ability to work independently and as part of a team.
  • Excellent communication and interpersonal skills.
  • Ability to work under pressure and meet deadlines.
  • High level of integrity and discretion when handling confidential information.

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