Associate Customer Success Manager

At **Skedulo**, we work on leading Deskless Productivity Cloud solutions powered by AI and Machine Learning to empower organisations to manage, engage and analyse their deskless workforce, supporting the 80% of global workers who don’t work in a traditional office setting. Skedulo’s platform helps enterprises intelligently manage, schedule, dispatch, and support deskless workers on the go, whether they are in fixed location facilities or mobile field workers on the frontline.

The Associate Customer Success Manager at Skedulo manages a set of strategic customers and is accountable for driving onboarding, adoption, engagement, renewal, and growth of the Skedulo platform. The role engages with our customers to understand their use cases, pain points and driving business value outcomes while leveraging Skedulo.

The position reports into the Director of Customer Success, and is part of the Skedulo Customer Experience group.

**This role is based in Brisbane, AU.**

**Responsibilities**:

- Lead a book of customer accounts with the goal of renewing customers year over year and identifying revenue expansion opportunities
- Consult with customers to understand their business and strategic goals throughout the customer lifecycle; ensure customer’s overall objectives are being met and drive outcomes through adoption of product and services
- Establish and grow key relationships with executive sponsors and decision makers across full book of business
- Identify and manage customer escalations to drive resolution internally with stakeholders and externally with customers
- Partner closely with Sales and Customer Success leadership to mitigate churn risk and ensure ongoing customer success retaining Customers for Life
- Utilise Gainsight to create and leverage a tech touch strategy with identified accounts
- Provide customer feedback to Sales, Product, Customer Success and Engineering teams
- Participate in events and seminars to maintain a deep understanding of the workforce management space
- Prepare and execute on jointly agreed customer success plans
- Increase adoption and expand usage of Skedulo within each account identifying opportunities for cross-sell and up-sell
- Introduce and evangelise new product features and communicate Skedulo best practices to customers
- Have a strong knowledge of our product and customer journey while working with internal and external stakeholders
- Collaborate with the Services Delivery project team during custom implementations of Skedulo
- Build Skedulo product champions and excellent Customer Advocates within each customer account
- Collaborate with Marketing and PR teams on customer events, sales references and success stories
- Responsible for key customer success metrics, including customer adoption, expansion, renewal, churn and satisfaction.

**Requirements**:

- Business savvy; ability to translate business needs into product requirements
- Must have excellent verbal, written and interpersonal communication skills
- Must have extremely strong presentation skills and ability to demo solutions
- Must possess a strong attention to detail and ability to produce highly accurate analysis
- Strong project management skills to manage customer issues and escalations
- Ability to create credibility with C-level executives
- Experience managing customers in a SaaS environment
- A strong teamwork ethic is highly desired
- Good configuration knowledge of Salesforce
- Working knowledge of the Atlassian Suite, JIRA, Confluence and Service Desk
- Experience using Salesforce, Gainsight and Zendesk is a desirable
- Experience working with offshore and distributed teams

**Benefits**

**Why Join Skedulo?**

**Learning & Growth** - Gain access to a yearly learning and development stipend on Sunlight. Want a Medium or Grammarly subscription? Want to get AWS certified? Want to get a book on Leadership? Get TOGAF certified? It’s all there

**Wellbeing Initiatives** - Work can be stressful. This is why we offer a FLEXIBLE working environment, a premium subscription to Modern Health, have 8 paid mental health days off (yes, in addition to sick days & annual leave), 3 paid volunteer days, our employee assistance program, and a dedicated yoga room in the office, sleep pods, and a library for extra quiet time. Also bring a dog to work (any)day

**Competitive Salary & Stock Options**:

- We believe in fair compensation for the work that you do. Also owning a piece of the company means you have a direct impact on how the company performs.

**Progressive Parental Leave** - Skedulo will add on to the government granted leave to ensure 12 weeks paid parental leave for both primary and non-primary caregivers

**Diversity, Equality, Inclusion, Belonging**:

- We are committed to creating a diverse workplace and have a dedicated program to recognise this promise.

We can talk about the rest of the benefits as we chat about the position. If you like what you’ve read so far, please don’t hesi