Customer Success Manager

Description

At Auror, we’re empowering the retail industry to reduce theft and Organized Retail Crime, a $100 billion problem globally. It’s high volume crime that’s increasingly organized in nature and is putting people, retailers, and communities at risk every day.

Founded in New Zealand, we’re working with some of the best and largest retailers in the world across Australasia, North America, and the UK.

Auror connects people with intelligence to reduce crime. As a company, we’ve built a high-performing, positive culture with a focus on providing an inclusive environment for a diverse team. If you’re excited about reducing crime and building safer communities, for everyone, then we want you on our team.

About Customer Success at Auror

Customer Success at Auror is high impact. As we bring on some of the world's largest retailers a lot of our time is spent on planning and delivering large-scale rollouts, running training sessions for thousands of users and creating strategic engagement plans that ensures our customers see a reduction of crime and harm in their stores. And we are incredibly successful in doing this.

We pride ourselves on the partnerships we have with our customers. We have an incredible NPS score of 66 and continue to have high engagement and satisfaction from our customers.

About the role

Our Customer Success Managers build strong relationships with our customers through relational and strategic engagement, delivering results that have a true impact on retail communities. You will partner with key stakeholders and a focus on ensuring their organisation is seeing the value and achieving real crime reduction outcomes from using the Auror platform.

Through running pilots and leading project rollouts, developing and delivering quarterly engagement plans for our retail partners, you will identify ways in which customer and user engagement can increase, and champion relationships can strengthen. With the support of the Customer Success Specialists, you will run training and presentations to varying groups of stakeholders, users, and Police to help them realise the value.

This role reports to Sianne Hussey, Customer Success Lead for Australia and New Zealand

I joined the team at Auror to be part of the solution that is empowering retailers and police globally to stop crime, for good. It’s really something to work with a company where every day I can see the powerful impact Auror has on communities.

Auror trusts and pushes me to do my best work and be myself whilst supporting and enabling me to continue to grow. This lets me in turn do what I love doing: empowering the team. The Customer Success team inspire me by their deliberateness when they’re engaging with our retail partners and the standard of quality and fun they hold themselves to. You can connect with me on Linkedin here.

**Requirements**:
Leading pilots & implementations with expert project management capability, focusing on our larger more complex retail partners
Owning the customer success relationship and supporting commercial Account Management through partnership with our Retail Partnership Managers (Account and Sales managers)
Working with our key champions to understand their priorities and how Auror can add value through ongoing strategic engagement at a market, regional, or user level
Working with the Customer Success Specialists to surface platform wins and outcomes and sharing those learnings to key champions at Loss Prevention director-level
Partnering with customers on Change & Process Management
Analysing customer data and creating insights to drive better customer outcomes
Building proactive customer engagement plans to ensure our customers are reaching their user engagement goals
Fostering collaboration across retail and law enforcement

You share our values as we are looking for people who demonstrate a strong alignment to our Guiding Principles (you can find these on our Careers page)

With diversity and inclusion at the forefront of Aurors guiding principles, we promote a culture that celebrates diversity and inclusiveness at Auror, regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.

**Benefits**:
**Employee share scheme**: You’ll own part of a company making a real difference

**Flexibility**: We are hard-working and outcome focused, but recognise there is more to life than work. We promote a healthy work/life blend.

**Shorter work weeks**: Everyone gets Friday afternoons off, so you can start your weekend early, and do more of whatever it is that makes you happy.

**Focus on mental and physical health**: We understand how vital our health is and have policies to support your wellness, including: Wellness Days (days that you can take for any reason whatsoever, not just for when you’re sick/ unwell), a wellbeing coaching service available for you and your family, and up