Customer Success Manager

Overview
Location Macquarie Park, New South Wales, Australia
Department Sales
The Role
Relational Development
In this role, you will foster strong relationships with customers at all levels, ensuring their strategic and operational goals are aligned. You will conduct regular meetings to review progress, address challenges, and plan future actions. Implementing a governance model to manage relationships and commercial activities post go-live is essential. You will develop and align long-term strategies and roadmaps with customer objectives, serving as the primary escalation point for unresolved issues. Collaborating with customers to plan budgets, resources, and timelines is also a key responsibility. Regularly measuring and improving customer satisfaction through feedback and actions, participating in local and global user community activities, leading customer onboarding and relationship-building efforts, and influencing strategic decisions as a member of the Steering Committee are also integral to the role.
Commercial Development (Up
- and Cross-selling)
You will identify and pursue up-selling and cross-selling opportunities, overseeing the entire sales process from opportunity identification to deal closure. Providing insights and expertise to support the sales team during the sales process and offering forecasts based on the commercial potential of customers are crucial. Managing sales opportunities and forecasts within relevant systems and ensuring customer-level profitability by collaborating with internal teams will also be part of your responsibilities.
Contract Management
In managing contracts, you will ensure contract conditions are clear and properly monitored, overseeing the financial aspects, including fees and rates. Establishing and maintaining contractually agreed reporting and support activities is essential. You will monitor current framework agreements and propose changes as needed, secure purchase orders for various services and products, and handle escalations for overdue invoices.
This comprehensive role requires a proactive and strategic approach to relational development, commercial growth, and contract management, ensuring customer success and satisfaction.
The Right Fit for the Role
We are looking for a Customer Success Manager with the following qualities and experiences:
**Relational Skills**: Strong relationship-building and maintenance abilities.
**Strategic Thinking**: Capable of developing long-term strategies.
**Commercial Acumen**: Experience in up-selling and cross-selling.
**Negotiation Skills**: Skilled in contract negotiations.
**Customer Focus**: Committed to meeting customer needs and satisfaction.
**Problem-solving**: Effective in managing and resolving escalations.
**Financial Management**: Proficient in managing contract financials.
**Communication Skills**: Excellent verbal and written communication.
**Team Collaboration**: Collaborative approach with internal teams.
**Sales Support**: Experience in supporting sales processes.
**Implementation Skills**: Expertise in onboarding and relationship-building.
**SteerCo Participation**: Ability to influence strategic decisions as a SteerCo member.
**Opportunity Spotting**: Skilled in identifying opportunities and planning.
**Revenue and Profitability Monitoring**: Proficient in forecasting and monitoring profitability.
**This position, based in Sydney, offers a hybrid work model**: three days in-office and two days remote.
About Us
Discover how Sofico empowers businesses in 27 countries worldwide. With offices in Australia, Belgium, France, Germany, Japan, Mexico, the Netherlands, and the UK, our Sydney-based hub manages clients across Australia and Asia.
Our flagship product, Miles, has completed over 60 successful implementations and earned a solid reputation in automotive finance, leasing, fleet, and mobility management. It's an ERP system renowned for its unmatched flexibility.
Sofico operates at the intersection of rapidly transforming industries: automotive, finance, leasing, and IT. This sparks innovation as our clients pioneer new product offerings, focusing on mobility solutions enabled by connected cars.
Join us—a multinational company with over 500 staff—as we lead the way in industry innovation. Unlock new possibilities with Sofico.
What We Offer
At Sofico, we welcome you to an international and multicultural company that has been thriving for over 30 years and is doubling in size every five years. Growth is in our DNA, and we strongly uphold our horizontal and open company culture.
Take control of your career with a focus on personal development.
Participate in an extensive six-month onboarding program, supported by a dedicated job coach.
Enjoy continuous opportunities for learning and professional growth.
Work in a modern, state-of-the-art office that's easily accessible.
Onsite parking and walking distance from metro.
Benefit from a competitive salary, flexible office hours, and hybrid work options.
Ex