Customer Success Manager

2 weeks ago

Sydney Central Business District, Australia Peoplebank Full time

Location:
- Sydney CBD- Job Type:
- Permanent- Posted:
- 6 days ago- Contact:
- Nic Gulliver- Discipline:
- General IT
- Reference:
- 254673Our client is a progressive, well established, SME working to help businesses. They were established with the express purpose of supporting modern, innovative business models using technology and know-how that builds capability and creates opportunity for their clients. They have a platform-as-a-service offering capabilities across all functional domains from buy, through to order management, payments, and lifecycle management of the customer. They are embarking on a new journey and are revolutionising their business and expanding their position in the market.

This is an exciting time to join a progressive business about to embrace a rapid technology transformation. They need to hire a talented team of people to join them and assist with the transformation.

The customer success manager plays a critical role in ensuring that customers are able to achieve their desired outcomes using our platforms. The primary responsibility of a customer success manager is to ensure that customers are successful in their use of the software and continue to see value in the product, leading to their retention and growth as customers.

**Responsibilities**:

- Managing the adoption of purchased SaaS solutions to ensure the efficient implementation and drives necessary support to support customer success and ultimately the renewal.
- Act as the primary point of contact for assigned clients and ensure their success with the platform.
- Collaborate with clients to understand their goals and provide solutions to meet their needs.
- Onboarding new customers and providing training and support.
- Continuously improving the onboarding process based on customer feedback.
- Identifying and addressing any customer needs by finding best fit solutions.
- Developing and executing onboarding and growth plans for each customer.
- Collaborating with cross-functional teams to ensure a harmonious customer experience.
- Monitoring and reporting on performance metrics.

**Requirements**:

- A customer focus with a drive to understand the needs of the customer and to translate that need across the business.
- Strong interpersonal and communication skills with the ability to influence without coercion.
- Solution-focused mindset and the ability to think creatively.
- Excellent problem-solving and conflict resolution skills.
- Ability to work effectively in a fast-paced and dynamic environment.
- Strong oral and written communication abilities.
- Experience in customer success, account management, or a related field is preferred.

**Successful applicants will demonstrate**
- Autonomy and the ability to take a high level of personal ownership
- Be customer centric and be proud of what you do
- Authentic, open and communicative

Working in a flexible, hybrid working environment. The role will offer a friendly culture, training and further development as the business is in growth mode and they need the mindset of embracing change and help them scale.
- Diversity and inclusion are strongly supported at Peoplebank. People of all nationalities, gender identities, and cultural backgrounds, including Aboriginal and Torres Strait Islander Peoples, are encouraged to apply._

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