Customer Success Manager

**Location**:
Melbourne CBD (Innovative Australian head quartered, fast growing SaaS company looking for entrepreneurial talent to grow our local presence.)

**Company Information**:
Dusk Mobile is a successful collaborative work management SaaS company, focused on delivering automation, visibility and efficiencies through our industry leading platform.

The Dusk Mobile team consists of experienced mobile architects and software developers as well as strategy-consultants, with an advisory board of seasoned international entrepreneurs. With our head office in Melbourne, Dusk Mobile is enabling enterprises to evolve through our deep understanding of enterprise process and strength in delivery. After successfully starting up in Australia 6 years ago and growing our client base, we are now taking the business to the next level and looking for the right person to join us on that journey. We are delivering our collaborative work management platform into organisations large and small. We partner with our customers and take the time to understand their businesses.

We are seeking an experienced Customer Success Manager to join our expanding team in Melbourne. This position is ideal for anyone who is passionate about customer service, SaaS technology and looking to make a name for themselves with an industry leader. Our customers need to see the value in their investment and it’s our responsibility to support them with this. One of our core values is; Deliver measurable returns for our clients. This is a constant, with many customers looking to us for support on how they can unlock the value from their data, with our collaborative work management platform.

**Responsibilities**:

- Ability to identify upsell opportunities and qualify them with the relevant roles on the customer side
- Work closely with the Dusk Mobile marketing team
- Closely monitor the performance of Dusk Mobile in the client account with monthly meetings, the collation of information and play back
- Involvement in both stakeholder workshops and product development workshops to guide a successful outcome
- Keep business users/champions informed through a line of continuous communication
- Investigate issues and see through to resolution
- Work across multiple accounts
- Some travel nationally required
- Work pro-actively to update customers by reporting progress regarding outstanding queries

**Mandatory skills and experience**:

- Minimum 5 years experience in a customer facing role with demonstrateable experience of growing your accounts
- Excellent knowledge of Microsoft Office, Windows OS and Mac OS. Others a bonus
- Industry expertise on 2 or more of Utilities, Transport & Logistics, Mining, Property Development or Automotive
- Excellent knowledge of SaaS businesses, their idiosyncrasies and how to succeed in them
- Ability to engage at all levels of the business, including Executive/Leadership functions
- Able to see other people’s perspective and bring others along on your journey
- Passion for technology, learning and a thirst for knowledge

**Additional Information**:
Product knowledge or technical skills in the following areas will be highly regarded:

- Workforce Management
- Project Management
- Field Services
- Scheduling & Resource Optimisation
- Industry expertise on 2 or more of Utilities, Transport & Logistics, Mining, Property Development or Automotive
- Excellent knowledge of SaaS businesses, their idiosyncrasies and how to succeed in them
- Able to see other people’s perspective and bring others along on your journey
- Passion for technology, learning and a thirst for knowledge

**Personal requirements**:

- Exceptional customer service skills
- Strong analytical and problem-solving skills
- Passion for seeing others succeed
- Superior written and verbal English communication skills including the ability to effectively communicate technical information to non-technical users by phone, in person and in writing
- Excels in attention to detail with high level of accuracy in the preparation of documents, reports, and correspondence.
- Works well under pressure and is able to accomplish multiple tasks under tight timelines

**What we offer**:
Joining us will be challenging and rewarding. It’s a flexible fun environment with plenty of scope to grow. You’ll gain lots of valuable experience and be part of a close team that expands Dusk Mobile in Australia. You will be exposed to a cutting edge industry and the ability to work with our customers on innovative solutions. Attractive compensation package available.

Australian Permanent Residency required