Customer Success Manager

4 weeks ago

Melbourne, Victoria, Australia ClickView Full time
Customer Success Manager

ClickView is seeking a high-performing Customer Success Manager (CSM) to play a valuable role in delivering a rewarding customer experience. The CSM will ensure OKRs around engagement, interactions, and usage targets are met. This role involves being a thought leader in education and an advocate for ClickView and its resources. It includes relationship management - the CSM builds a community presence around ClickView and has a thorough understanding of the customer's goals and outcomes.

Key Responsibilities:
  • Build and maintain strong, long-lasting customer relationships - become the trusted advisor
  • Work closely with the Customer Success Team Lead to craft a strategic/success plan for your portfolio of customers
  • Develop and maintain in-depth knowledge of your customers and their goals and requirements for using ClickView
  • Prepare reports on account status and deliver annual reviews with customers
  • Ensure that CSM records are kept up to date
  • Train and educate customers on the ClickView platform via digital training as well as organised group webinars and user groups (in person or online)
  • Review usage data and engagement on a regular basis across your portfolio
  • Identify end-user challenges or requests and proactively connect the customer with Product Support where required
  • Act as an internal customer advocate working closely with leadership to foster a company-wide culture of customer success
  • Gathering marketplace feedback and trends to assist product development
  • Collaboration with the Customer Success Management Team on projects to ensure continued Customer Success and a valuable Customer Experience
  • Participate in continuous improvement of the Customer Success Management Team

Requirements:
  • 3+ years' experience in Account management and/ or Customer Success
  • Experience within SaaS or EdTech sectors will be highly regarded
  • Strong background in account planning on a national scale
  • Superior Customer engagement capability
  • Excellent listening, negotiation and presentation abilities
  • Outstanding written and verbal communication skills
  • Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
  • A self-starter who sees strategic plans through to fruition
  • Ability to learn new digital tools quickly
  • Experience with Salesforce will be highly regarded
  • Work autonomously, creatively, and kindly with your teammates while empowering and supporting those around you

Benefits:
  • Extra paid Wellbeing and Volunteering leave
  • Flexible working hours and arrangements
  • 100 days working from anywhere
  • Learning and Development budgets
  • Wellbeing Policy
  • Generous parental leave policy
  • Regular social events and conferences

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