Customer Success Manager

**About Thomas**

At Thomas, we envision a world of limitless human potential achieved through deep self-awareness and strong connections among individuals. With over 40 years of experience, we have been at the forefront of providing talent assessment platforms that assist businesses worldwide in recruiting, retaining, and developing exceptional talent.

But now, it's time for a change...

The future of work is undergoing a remarkable transformation, and Thomas is determined to break free from its origins as a "traditional" assessment provider. We are embarking on an exciting and bold journey to redefine how people interact in the workplace, setting new standards for the industry.

Thomas has introduced a new work superpower: Team Interaction Optimisation (TIO). We equip individuals with actionable insights about themselves and each other. TIO empowers every one of us to become a better colleague, teammate, or leader

**Role Description**:
We are looking for a Customer Success Manager - ANZ region. This is a pivotal role reporting to the Regional Director, APAC and will focus on managing a portfolio of clients with a strategic emphasis on commercial success. The primary responsibility involves fostering customer relationships to drive retention, loyalty, and revenue growth. While maintaining some level of support, the role actively shifts towards achieving commercial objectives with clients. Additionally, this role contributes to customer-related projects, ensuring their success, and plays a key role in maintaining accurate customer data within Thomas’ systems.

This is an opportunity for a results-driven professional to join a dynamic team.

**Key Responsibilities**
- Manage a portfolio of clients with a primary focus on achieving excellent customer experiences.
- Drive value, expansion, and renewal through proactive engagement with customers.
- Proactively engage with customers to understand their needs and ensure constant satisfaction.
- Drive product adoption and identify potential expansion opportunities.
- Maximize revenue growth by strategically upselling/cross-selling products across the entire customer organization.
- Identify and escalate potential expansion opportunities and customer risks for resolution.
- Ensure thorough and consistent records, including communication, pipeline management, and project-based records.
- Address incoming customer queries within Service Level Agreements including technical questions related to products, Hub, and Perform
- Understand customer metrics and ensure proactive customer engagement.
- Provide valuable insights through usage reports to clients.
- Follow due process for client license renewals and order forms processing.
- Handle training requests from clients and ensure bookings and arrangements are in place.
- Facilitate the onboarding process for new clients and provide systems training/demos.
- Provide administrative support for customer-related projects.

**Requirements**:

- High level of interpersonal skills
- Excellent time management and project planning skills.
- Ability to negotiate and influence.
- Organisational skills.
- Ability to multi-task.
- Excellent written and verbal communication skills.
- CRM knowledge.
- Presentation skills.
- Cross functional Teamwork

**Benefits**
- **Holiday**:

- 25 days per annum
- **Employee Referral Scheme**:

- **Market related commission structure**:

- **Base salary plus superannuation**:

- **Early Finish Fridays - **finish at 15.00 every Friday
- **Market related commission structure**:

- **Perkbox **- a communication, health & wellbeing and discount portal, allowing members of Team Thomas to keep up to date with business news, access information on health & wellbeing offerings and access discounts on a wide range of retail products and leisure activities
- **Personalised Feedback Session** - with a customer enablement specialist to gain insight into own assessment results
- **Dress down policy** - other than for client facing meetings where appropriate
- **Hybrid working - **the decision to work remotely has shifted from a manager-approved to a manager-informed decision, empowering employees to choose how and where they work within their region and deliver on the requirements of the role