Senior Customer Success Manager

4 weeks ago

Sydney, New South Wales, Australia SS&C Technologies Holdings Full time
Job Title: Senior Customer Success Manager/Customer Success Director

About the Role

We are seeking a seasoned Customer Success Manager/Customer Success Director to join our team at SS&C Blue Prism. As a key member of our organization, you will be responsible for elevating the customer experience within our strategic accounts and ensuring our customers derive maximum business benefit from their Digital Workforce.

Key Responsibilities:

  • Own retention and growth for a portfolio of assigned customers in the region.
  • Enable customers for success through professional services enablement across the portfolio.
  • Becoming a trusted advisor by identifying Customers' desired outcomes and collaboratively creating Success Plans to achieve those outcomes.
  • Delivering, measuring, and communicating ROI for our Customers, throughout the customer lifecycle.
  • Being the trusted partner for Customers in finding use cases and matching product functionalities, and how to align use cases with relevant best practice.
  • Ensuring Customers derive maximum business benefit from their Digital Workforce, thus contributing to their long-term loyalty and reference-ability.
  • Owning Customer Success planning and execution and working closely with the Sales, Partners, Support team, Professional Services, Customer Experience and Product Management teams on development and execution of Account Strategy, driving Customer retention and expansion
  • Strategically identifying new expansion opportunities within the existing Customer base and collaborate with sales teams to ensure growth attainment
  • Accurately representing the Voice of Customers inside SS&C Blue Prism.

Requirements

Our Ideal Candidate Will Have:

  • 5+ years of relevant customer-facing experience within a top-rated software or consulting organization (overall experience around 8-10 years). Prior experience in RPA or SaaS or subscription enterprise software company would be an added advantage.
  • A background in Customer Success practice with extensive analytical and strategic experience
  • A proven ability to build and own value-based customer programs and manage customer relationships throughout a lifecycle
  • Flexibility to work in a rapidly changing, complex environment
  • A passion for driving customer outcomes and promoting a customer-centric organization
  • Ability to analyze, interpret and capture insights from large amounts of data
  • An ability to create structure in ambiguous situations and implement programs or professional services engagements to drive success.
  • Excellent verbal and written communication skills
  • Collaborative, team-oriented mindset, demonstrate integrity and a commitment to values
  • Candidate should be open for business travel as the job may demand

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