Customer Success Manager

1 week ago

Sydney, Australia insightsoftware Full time

Company Description

insightsoftware is a growing, dynamic computer software company that helps businesses achieve greater levels of financial intelligence across their organization with our world-class financial reporting solutions. At insightsoftware, you will learn and grow in a fast-paced, supportive environment that will take your career to the next level. We are looking for future insighters who can demonstrate teamwork, results orientation, a growth mindset, disciplined execution, and a winning attitude to join our growing team

**Job Description**:
**What will you do?**
- Develop trusted advisor relationships with assigned customers, advocating on their behalf with internal functional partners as needed
- Drive product adoption and usage of insightsoftware products and solutions to retain and grow revenue
- Craft effective strategies for customer retention, negotiate and secure renewal agreements, and facilitate the expansion of the use of our solutions within your customer base.
- Forecast and track key account metrics (e.g. quarterly retention and growth results and annual forecasts) and clearly communicate progress to internal stakeholders
- Manage customer relationships and escalations, including high severity requests, with a focus on solving business problems and deriving customer value from insightsoftware’s solutions
- Drive a seamless customer experience by working cross-functionally with our product and services team to ensure each new customer can quickly adopt and gain value from our solutions
- Lead one or more special projects to enhance Customer Success goals and processes
- Participate in cross-functional reviews of product lines
- Train and mentor on-demand talent
- Other duties as assigned

**How will you do it?**

To perform the job successfully, an individual should demonstrate the following competencies:

- Work Ethic - operate in a fast-paced environment with a focus on achieving results
- Engaging Presence - quickly establish rapport and build relationships with partners and communicate successfully with clients
- Teamwork - work cross-functionally to achieve team and individual goals
- Communication - communicate effectively with customers and internal cross-functional partners, creating promoters at every touch point
- Curiosity - propensity for new challenges and learning about our customers, our products, our processes, and industry best practices.

Customer Focus - a passion for customer engagement and a customer service mentality

**Qualifications**:
Minimum qualifications:

- Bachelor’s Degree, preferably in business or related field
- At least 1 year in a customer-facing or Customer Success role within a software or software-as-a-service organization.
- Demonstrable ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive
- High level of agility and ability to manage change
- Ability to work proactively and constructively in a fast-paced, collaborative, matrixed team environment
- Ability to travel up to 20%
- Proficient English

Preferred qualifications:

- Working knowledge with reporting and analytics solution
- Experience that included resolution and escalation management

Additional Information

All your information will be kept confidential according to EEO guidelines.

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