Senior Customer Experience Specialist
3 days ago
Customer Success Manager Role
N-able, a company that's going places, is looking for a Customer Success Manager to join our team in North Sydney, Australia.
This exciting role involves being the primary relationship holder between N-able and our partners. You will work with partners to ensure they are achieving value with their existing subscriptions, drive new product adoption, and achieve retention and growth targets by delivering a best-in-class customer experience.
Responsibilities- Regularly deliver value conversations related to N-able product offerings, relevant industry trends, corporate updates, and detailed strategic business reviews.
- Impact retention rate, increase product adoption and ensure customers are using N-able best practices and leveraging N-able support resources.
- Drive awareness of the N-able suite of product offerings and identify new opportunities in collaboration with the sales team.
- Identify at-risk customers and turn their experiences around by utilizing customer success programs and available resources.
- Proactively identify opportunities to increase customer value and/or resolve potential customer retention issues by acting as a customer advocate, driving product and service improvements.
- Be the voice of the customer internally, providing feedback to all relevant departments, and driving accountability.
- Results mindset, a passion for excellence, and a commitment to help customers achieve their desired goals.
- Strong interpersonal skills, to build and nurture long-term relationships with customer stakeholders at all levels.
- Ability to engage and excite an audience, training and educating customers on product features and best practices.
- Strong business and commercial acumen, with ability to understand customer needs and goals, and align them with product offerings to deliver successful business outcomes.
- Resilience in dealing with challenging situations, and ability to set priorities, meet deadlines, and manage resources effectively.
- Understanding of sales processes and ability to identify upsell and cross-sell opportunities.
- Experience collaborating directly with internal teams (Sales, Customer Support, Product Management, Marketing).
- Experience with CRM's (e.g. Salesforce, Gainsight, Totango), and data analysis software (e.g. PowerBI, Tableau...).
- 4-5 years of experience in customer success, account management, sales, or customer service in software, technology, Managed Services or Managed Security Services.
- Estimated annual salary: AU$90,000 - AU$110,000.
- Generous PTO, sick leave and observed holidays.
- 2 Paid Volunteer Days per year.
- Paid Parental Leave.
- Employee Stock Purchase Program.
- Fundraising opportunities as part of our giving program.
- N-ablite Learning – custom learning experience as part of our investment in you.
- The Way We Work – our hybrid working model based on trust and flexibility.
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