Client Success Manager

2 days ago

Melbourne, Victoria, Australia beBeeCustomer Full time $110,000 - $126,000
Job Title:

A Leader for Client Success

Job Description:

The ideal candidate will lead the customer support team and provide direct customer support service to clients in APAC.

Main Responsibilities:
  • Provide excellent direct customer support service to clients
  • Manage customer support interactions with all customers in regional and team that supports them
  • Support maintenance of SaaS web applications
  • Ensure support requests are managed and resolved within the agreed service level agreement (SLA)
  • Ownership of critical or major incidents for EMEA Region
  • Provide regular updates to Stakeholders to ensure they are fully informed
  • Retain ownership of customer escalations through to resolution to ensure a high level of user satisfaction
  • Work with engineers and developers to ensure deadlines are met
  • Create and update Knowledge Base
  • Closely cooperate with other members of technical teams, external suppliers, and client side technical team
  • Interact with other teams within Fenergo
  • Provide proactive analysis of customer issues to ensure feedback into customer and Fenergo technical teams
  • Provide proactive notification and management of customer issues
  • Manage team of support analysts, their priorities, objectives and goals
Requirements:
  • Experience working in Technical Customer Support environment with SaaS applications
  • Good understanding of SaaS software principles
  • Able to communicate clearly and effectively with customers and internal teams
  • Demonstrate customer focus and empathy
About This Role:

This is a mid-senior level position responsible for leading the customer support team.

What We Offer:

We offer a challenging role in a global leader in Client Lifecycle Management. Our mission is to empower financial institutions to stop financial crime and create a safer world. We believe in a world where financial institutions aren't just compliant - they're confident. Where technology doesn't just meet regulations - it stays ahead of them.

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