Customer Success Operations Manager

2 weeks ago

Sydney, New South Wales, Australia HSI Full time

Job Summary

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The Customer Success Operations Manager is a pivotal role at HSI, responsible for maintaining strong relationships with clients, supporting their experience with HSI products and services, achieving account growth (upsell) and retaining the license long term (renewal).

This role requires excellent communication and business acumen, a strong understanding of product capability and solution based selling expertise to optimize the customer experience and add value with HSI products.

To be successful, the CSM needs to excel at internal and external stakeholder engagement, align customer objectives to solutions within the HSI suite of products & services, identify and mitigate retention risk and advocate for the customer.

Key Responsibilities
  • Client Relationship Management: Plan and lead client account meetings, build and maintain relationships with key stakeholders (internal and external), develop and report on Customer Success Plans.
  • Retention and Growth: Proactively manage account retention to achieve renewal quota, identify and pursue opportunities for account growth and achieve upsell quota, provide system demonstrations to clients to facilitate upsell opportunities.
  • Product Optimization: Work with clients to ensure appropriate configuration and optimal use of product(s), contribute to client retention strategies and projects, maintain knowledge of contract obligations.
  • Communication and Support: Engage the HSI support team to service the customer in accordance with SLA's, maintain client records, renewals & upsell opps in CRM and other tools.
  • Insights and Trends: Gather customer insights and identify trends and patterns for business improvement, oversee customer escalations and work with internal stakeholders to achieve resolution.
  • Team Development: Develop and share best practice with team members to continually improve the quality, effectiveness and efficiency of our processes.

Requirements

  • A minimum of 2 years' experience in managing client accounts.
  • Experience in achieving account growth targets.
  • Excellent communication and problem-solving skills.
  • An interest in technology and ability to master new technology easily.
  • Experience working in a Health, Safety and/or Employee Wellbeing role is desirable.
  • Familiarity with HSI systems and data and reporting tools is required.
  • Proficient in MS Office applications.

What We Offer

  • A competitive salary of $90,000 - $120,000 per annum, depending on experience.
  • A comprehensive benefits package, including access to a confidential and free EAP Service, birthday bonus day, hotel discounts, tuition reimbursement and volunteer leave.
  • A flexible working environment and collaborative team-based environment.

Culture

At HSI, we live by our values of #OwnIt, #Better and #GotYoutBack. We strive to create a workplace where everyone feels valued, supported and empowered to make a difference.

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