Customer Success Manager

**About Matrak**: Are you ready to be a part of an industry (r)evolution and help scale a start-up to the stars? This may just be an opportunity for you We at Matrak believe in making construction better through evolving technology and helping our customers move away from tools that have had their time and chance. Working in the space of a green field, Matrak offers a cloud-based materials tracking platform creating a collaborative network of stakeholders to ensure efficiency, accountability, and clarity across the supply chain of each construction project. **Location**: You are based in either Melbourne, Brisbane or Sydney, are comfortable working with a semi-remote team and available for travel to Melbourne HQ at least once per quarter. You will also be required to regularly travel domestically as part of your role. **You + your role**: Working closely within the Growth team based in Melbourne, you will play a pivotal role in welcoming and onboarding 100’s of customers (big & small) all over the world onto the Matrak network. The Matrak Growth Team is growing rapidly not only in Australia, but also in key markets across China and Europe. The role of the CSM is to manage three distinct disciplines: 1) **successful onboarding for individual projects**, as well as Enterprise customers globally, 2) **continuous Account Management **to ensure engagement of these customers on an on-going basis, and 3) provide **exceptional Customer Service and Support **to all customers globally. As a Customer Success Manager, you will, above anything else, be a **client advocate**, with a true **entrepreneurial instinct,** hunger to improve process for scalability and experience in implementing Software solutions at an enterprise level. We have an enviable reputation in our industry and have recently secured several high-profile customers throughout the world, which has boosted our position and thus the requirements of this role. We have strong investment, have attracted and built a strong internal team to support the sales organisation and have an experienced leadership team at the helm. On a day-to-day you will: - **Be the go-to adviser **for our customers during their product and project onboarding. - **Onboard customers** by their onboarding deadlines, and report weekly to the Customer Success Lead on the progress. - **Proactive communications and follow-up** of customers and their subcontractors during the implementation phase. - **Identify potential expansion opportunities** within our existing customer base - Create resources and methods to **deliver software training** to new and existing customers ensuring full understanding of the value and functions of our product. - **Liaise with the overseas data loading team** to scope and load project data, and set up user permissions and access views for all collaborators on a project during the implementation phase. - Work closely with our Marketing/ Sales team to **deliver insights** into how we should communicate with leads and prospective customers based on the information from the ‘field’. - **Provide continuous feedback** to our Product team to ensure Matrak is the best product on the market and helps to drive the industry forward. **Requirements**: Construction industry experience isn't a must-have to join our team as our newest Customer Success Manager (it'd be a bonus though), but you will need: - 2-3 experience in an onboarding, implementation or customer support role - Passion for software technology and helping customers simplify complex processes - Experience in SaaS, construction tech and start-ups considered favourably - Strong stakeholder management and project management skills - Exceptional communication skills, both oral and written - Excellent listening skills and ability to synthesise knowledge to action - High level of self-motivation with a diligent work ethic - Detail oriented with an ability to multitask, prioritise and manage time effectively - Experience using a CRM (preferred) - Adept computer skills including proficiency with Google (G:Suite), remote based collaboration tools such as Slack Most importantly, we expect of everyone at Matrak to: - Be self-driven and have a "do what it takes" attitude - Have a customer-first mentality - Be tech-savvy; we're a SaaS company **Benefits** For a start-up, we offer a **competitive salary package** including **share options** and **real opportunities for career progression.** Our hiring decisions are based on the principles of merit and fairness, not your background, identity, gender, or any other factor that isn’t related to your ability to do the job. In terms of leave and other benefits, we offer Birthday, Cultural + Ceremonial Leave, public holiday substitution, paid parental leave, and a bunch of other 'perks' (like pets being included as family members for sick + compassionate leave). ❤ We're passionate about creating an environment where everyone can bring their whole self to