Customer Success Manager

Customer Success Manager

Sydney, Australia

Skyfii is a technology company in the field of digital & data transformation. A leader in behavioural analytics & data driven communications, Skyfii works with organisations with physical venues that are looking to deploy technology solutions that integrate a variety of data sources to understand physical spaces & their visitors, who they are & how they engage. Our goal is to help drive operational performance & improve visitor experiences.

Skyfii provides products & services to some of the world's most prestigious brands, operating in industries such as; Retail, Education, Transport, Hospitality, Sport & Recreation, Government & Municipality, & QSR. We provide intelligent & actionable outcomes that allow venue owners to improve the experience of their visitors.

ABOUT THE ROLE

Customer Success Manager (CSM) | APAC

The Customer Success Director (CSM) | APAC role involves building & leading the Customer Success function for the business. With a primary focus on the APAC region & group of clients, the role also involves working with Customer Success team members in other markets to develop the discipline for the global business.

The Customer Success function is responsible for ensuring that our clients achieve their goals with the Skyfii solutions they deploy within their organisations. At the heart of this is the Skyfii IO Platform, a multi-functional, cloud-hosted SaaS solution. With over 400 clients in APAC, the CSM role is responsible for servicing the key enterprise accounts to ensure contract renewal, upsell & growth.

Key Requirements

The CSM | APAC role is a multi-disciplinary & cross-functional role that requires the following experience & skill sets;

Industry & Domain Knowledge

Skyfii operates in multiple industries including, Data Analytics, Business Intelligence, & Martech. In addition, Skyfii works with a variety of technologies including, WiFI, People Counting, Cameras, LiDAR, & other IoT devices. The CSM must have proven skills in one or more of these areas having worked in organisations with both SaaS & professional services offerings.

Customer Success Experience

The CSM must have experience in successfully managing a Customer Success process for enterprise clients. This includes a range of skills, including but not limited to;
- Client LIfecycle & Contract Management - Responsible for the overall delivery & performance of the Skyfii solution as per the terms of the contract agreed with each client. This includes being responsible for all touch points post sale including onboarding, training, CS program design & delivery, issue management & resolution.
- Strategic Account Planning - Leading the development of long term plans that embed Skyfii into the client’s organisation to ensure contract renewal & growth. This includes having a thorough understanding of the client’s business, their organisational structure, key stakeholders, business objectives, challenges & opportunities. It also involves collaborating with multiple Skyfii team members in Sales, Ops, Engineering, Services & Executives to develop & deliver the strategic plan.
- Customer Success Programs - Working with clients to design & deliver a customer success program tailored to their business. This includes defining key business objectives for Skyfii to support, identifying & mapping key stakeholders, a training & education plan, client engagement, KPIs, measurement & reporting.
- Client Relations & Engagement - Being the key point of contact at Skyfii for senior stakeholders on the client side. Leading the client engagement & interaction at all levels. Running an engagement cadence that includes one or more of the following; weekly, bi-weekly or monthly WIPs; quarterly, bi-annual, annual business & performance reviews.
- Commercial & Contracting - Handling high value commercial negotiations & contracting with clients for both the renewal process as well as the upsell of additional products & services. This requires skillful client handling including expectation setting & management, forward planning & preparation, clear communication & document management.

Leadership Skills

The CSM | APAC role is a mid-level position in the business that dem&s leadership internally & externally, regionally & globally. This includes the following;
- Market Profile & Presence - Being recognised as a senior member of the team with Skyfii clients & the broader market by participating in industry-wide thought leadership forums & presenting at client & industry conferences.
- Team & People Management - As the Customer Success function develops in the business, the CSM must be able to hire & grow a team of high performing Executives for the regional business. The CSM must also be proficient & effective at handling all internal stakeholders that are required to ensure success.
- The Skyfii Customer Success Practice - The CSM | APAC is not only responsible for managing the key accounts in APAC & dev