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Customer Success Manager

2 months ago

Melbourne, Victoria, Australia Core Talent Pty Full time
About the Role

**Job Summary:**

We are seeking a highly motivated and experienced Customer Success Manager to join our team at Core Talent Pty. As a key member of our organization, you will play a pivotal role in ensuring the long-term success and satisfaction of our customers.

Key Responsibilities:

  • Customer Management: Oversee the success and retention of your accounts by creating and optimizing processes for customer engagement.
  • Lifecycle Ownership: Manage the entire customer lifecycle, from onboarding through to advocacy, ensuring a smooth and successful experience.
  • Data Analysis: Utilize data to identify trends and proactively engage with customers at optimal times.
  • Issue Resolution: Serve as the primary point of contact for managing and resolving critical situations within your accounts.
  • Business Reviews: Conduct periodic reviews to ensure customer satisfaction, address any technical issues, and promote successful product adoption.
  • Cross-Functional Collaboration: Work with various teams to enhance the overall customer experience and drive satisfaction and loyalty.
  • Training & Support: Facilitate product training sessions via Zoom and offer ongoing support based on client needs.
  • Health Monitoring: Track customer health and create risk mitigation plans as necessary.
  • Feedback Management: Handle customer complaints and feedback, advocating for their needs within our organization.
  • Performance Metrics: Meet monthly KPIs and maintain thorough documentation in line with company standards.

Requirements:

  • Experience: Background in Real Estate or Customer Success within tech is preferred.
  • Communication Skills: Excellent communication and facilitation skills with a passion for exceptional customer service.
  • Proactive Attitude: Demonstrated ability to exceed customer expectations and develop effective plans to achieve desired outcomes.
  • Client Interaction: Willingness to visit clients in person and build strong, trust-based relationships.
  • Autonomous Work: Capable of working independently with high self-motivation and initiative.
  • Problem-Solving: Strong problem-solving skills and a keen desire to continuously learn and adapt.
  • Must have full working rights in Australia - PR/Citizenship