Customer Success Manager

Based at Lot Fourteen, immerse yourself in a deep-tech startup to help lead the customer success process.
- Exciting executive position in a technology scale up
- Be a critical player in speeding up the sustainability journey
- Strong team, blue chip customer base and well-funded for growth

**Who the Company is?**

Trellis is a Software and Data-as-a-Service provider supporting typically large organisation’s to speed up their sustainability journey towards net-zero and utility / resource optimization.

Trellis leverages various technologies to intercept, process and interpret large volumes of financial grade data to support business and government make better data-based decisions, boost sustainability, optimize operations and ultimately achieve better environmental and financial outcomes.

Since launching in 2018, Trellis has achieved incredible success in growing a national clientele made up of blue-chip customers including: local and state government, Universities, and large corporates.

The business has a highly capable and experienced core team, is well funded by a group of committed investors, well supported by a highly experienced board, and has developed a clear strategy for continued growth.

**More about the position.**

Reporting directly to the CEO, this position manages the relationship with the customer including overseeing the supportive processes including onboarding new customers, driving ongoing adoption and taking ownership of customer issues to ensure customer success.

This position will be part of the leadership team and will have the ability to put their thumb print on the ongoing processes to ensure streamlined and effective. Their main focus will be ensuring customers are efficiently onboarded, serviced and supported to maximize back-end efficiency and front end (customer) utilization, service penetration and retention.

To be successful in this role, you must naturally be a problem solver who loves providing outstanding customer experiences and have a passion for working with tech-based products in a scale-up environment.

**If you were in this role, here are some of the things you would be focusing on to ensure Customer Success**:

- Enabling a successful roll-out experience for new customers.
- Engaging with customers on their adoption and identifying any problems or opportunities.
- Maximising renewals and additional licence opportunities by keeping strong connections and relationships with clients
- Handling and resolving customer requests and complaints.
- Project managing team resources to effectively and efficiently support customer needs.
- Be the ongoing customer advocate and voice within the Company.
- Establish policies and templates that can streamline processes and improve the team and customer experience and communication.

**Of course, you will need to love working in the sustainability and tech space but you will also have**:

- A proven track record and a minimum of 3 years in leading customer success or optimising the customer experience for software/technical products.
- A passion to be part of a scale-up and have experience in setting processes and foundations up from scratch.
- A Bachelor’s degree or suitable qualifications in Business, Finance, Computer Science or relevant field.
- A highly analytical mindset with outstanding critical thinking, problem-solving skills and able to identify areas of improvement.
- Initiative, tenacity, resilience and drive.
- Exceptional communication skills, be highly organised and have a collaborative approach.
- The ability to lead and motivate a team (to start with this person has 1 direct report and this is envisaged to grow quickly).
- High Information Technology literacy and exposure to systems that can automate, simplify and streamline internal activities and customer touchpoints.
- Professional written and verbal communication.
- High energy, have a positive demeanor and be a strong people person.
- Ability to develop on-going rapport with clients and develop strong professional relationships.

**Why Trellis?**

**There are soooooooo many reasons but below are just a few**
- Make a real difference to the world.
- Opportunity to lead the scale-up phase of a proven SAAS business.
- Great location based in Lot Fourteen in the Adelaide CBD.
- Have the opportunity to be supported and mentored by experienced Founders and Board.
- Flexible working arrangements including mixed office and work from home.
- Supportive work environment with an excellent team culture.
- Work with a smart, collaborative, innovative tech team that tackle complex and interesting problems.

**Excited yet? If sothen read on.**

If you’re ready to find out more about the position, then please send us your resume including your LinkedIN profile, and address the position criteria in your cover letter (please combine your cover letter and resume in one document). For more information, you may contact Paulette on 0412 393 068.