Customer Success Manager

3 days ago

Teneriffe, Australia Ct4 Pty Ltd Full time

CT4 is a global SaaS software company headquartered in Melbourne, Australia. Our Sales, Product & Operations functions are distributed globally with employees in Brisbane, Ballarat, UK, and Vietnam.

While our heritage has been private cloud and managed services, since 2017 we have been developing SaaS products to support our existing and prospective customers embrace the possibilities of technology by using their data creatively and intentionally.

We are proud of our products and the success of our organization, and this was recently externally recognized when we made:

- the Australian Financial Review’s 2021 Fast 100
- received the Veeam Innovation Partner of the Year award for our Cirrus Product
- and through our global distribution agreements with Ingram Micro, Microsoft and IBM.

We are looking for Customer Success Manager to join our Arado (Managed Services) Product team.

**Position Overview**

You are responsible for the account management of a portfolio of managed services clients. You will need to build strong, long-lasting relationships with clients and become a trusted strategic advisor. The primary objective of the role is to develop new business from existing clients and ensure smooth delivery of contracted services to the customer, acting as an escalation point for any issues.

**Responsibilities**
- Maintain strong and trusted relationships with clients to understand how their business works
- Look for opportunities to help the customer increase productivity via existing CT4 products and services
- Help identify new products and services that could generate new revenue to existing clients
- Protect our reputation whilst offering innovation to our clients
- Protect our team to ensure we work in a low stress, calm, effective environment
- Identify business issues and risks to help reduce the likelihood of them occurring
- Work with the Tech Strategists and Project Delivery Team to present sales proposals to our clients
- Respond to escalations from our clients (billing, service escalations)
- Present service reports to our clients and provide recommendations
- Lead contract renewals for your clients
- Manage all Software Renewals from LMTS on time.
- Offer Suggestions for potential new product development to Arado Governance Board based on client requirements

**Required Skills**:

- A proven track record of account management
- Experience in managing multiple stakeholders and clients
- A good listener who is customer-oriented and attentive to their needs
- Operationally efficient (note taking, prioritisation of tasks, meeting deadlines)
- Team player
- Good time-management skills
- Excellent communication and interpersonal skills
- Experience and strong knowledge of Microsoft’s product portfolio (e.g. M365 and Azure)
- Experience in using sales software (e.g. Fresh Sales)

**KPI’s**
- MRR generation (should increase)
- Client retention period
- Project revenue generation
- Customer satisfaction survey ratings (greater than 7 out of 10)
- Utilisation of Salesforce (Logging x2 revenue opportunities per month)

**Job Types**: Full-time, Permanent

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Teneriffe, QLD 4005: Reliably commute or planning to relocate before starting work (required)

Work Authorisation:

- Australia (required)

Work Location: Hybrid remote in Teneriffe, QLD 4005

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