Customer Success Manager

**Company Description**
At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.

We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help businesses get paid quickly and securely - without hidden fees. We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments.

We are unified by our purpose of helping people to succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.
**Job Description** About the opportunity**
- This will be a permanent, full-time role based out of our Melbourne office, 38 hours a week, $90,000 -111,000k AUD per annum._

Join our Xplor **Education** Vertical as a **Customer Success Manager** in **Melbourne,** to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences.

Xplor Education’s Customer Success team is passionate about building strong, lasting relationships with our customers. We drive success and retention by helping customers get the most from our solutions - ensuring they feel supported, informed, and equipped to grow.

Reporting into the Account Management Team Lead, you'll help us provide the best post-sales experience possible for Xplor Education customers to get the most out of our product suite, ensuring that they are effectively onboarded, retained and actively using and loving all of our products whilst representing the culture and dedication of Xplor to your customers.

Some of the other responsibilities include:

- Provide an exceptional, solutions-focused post-sales experience that supports long-term customer satisfaction, product adoption, and partnership growth — all while reflecting Xplor’s values and commitment to the early learning community.
- Help customers adopt and activate Xplor’s product suite
- Ensuring your customer base is receiving timely and accurate responses when engaging with other departments (e.g. Support or Onboarding)
- Uncover opportunities and work collaboratively with your Existing Business AE, to help them execute their upsell opportunities/Uncover opportunities and work collaboratively with your AE and help them execute their upsell opportunities/strategy for the accounts.
- Maintaining regular customer contact (e.g monthly meetings, Quarterly Business Reviews) as needed within your portfolio, ensuring activity KPI’s and SLAs are met.
- Ensuring customers are up to date on product changes and developments that have been deployed, eg introduce to webinars, product release notes etc.
- Advocate customer needs/issues cross-departmentally
- Operate as a liaison between management to share key customer feedback to improve overall customer experience
- Lead issue resolution and escalation management - thinking on your feet to solve problems quickly and effectively, often under pressure
- Ensure CRM (Salesforce) records are accurate and up to date across customer comms, key account data, and engagement activities

For this position, we offer a hybrid and flexible working model, where you will spend 2-3 days per week in the Melbourne office and the rest working from home.

We are looking for curious and empathetic people. We also love to hear from people who are motivated by meaningful work, resonate with our four core values, have a positive outlook, are comfortable with ambiguity and thrive working in an ever evolving and complex environment. We are inspired by meeting big picture thinkers and doers, people who can be both tactical and strategic, aim high and put people first in everything they do.
- CSM who thrives on ownership, cares deeply about customer experience, and is confident working across a wide range of stakeholders - from centre directors to CEOs.
- Knowledge of any Childcare Management Software is essential
- Experienced managing a high volume of accounts
- 3+ years of experience in client-facing Sales / Customer Success / Account Management / Support roles & conflict resolution, ideally in a SaaS or technology business
- High comfort level working with a range of stakeholders - from educators and administrators to centre owners and executives
- Excellent written and verbal English skills
- Exceptional relationship-building skills with a confident phone manner and active listening skills
- Ability to communicate complex ideas in ways that are easy to understand
- Empathetic, emotionally intelligent, and driven to provide outstanding customer experience
- Strong understanding of direct debit and real-time payment solutions
- Strong proficiency in CRM management (Salesforce) and Microsoft suite.