Customer Success Manager

TEAM Software (APAC) by Workwave is currently looking to hire an experienced Customer Success Manager. This role is responsible for ensuring new and existing clients receive the tools and support they need to achieve their strategic business goals. This duties include but are not limited to implementation and deployment, onboarding, nurturing, growing customer relationships, and finding ways to drive more value from the products and services that our customers have purchased. This role is also responsible for driving initiatives that improve the overall customer experience, and serving as the vital nexus between the customer and product team, ensuring our products continually evolve to meet growing customer needs and market demands. The Customer Success Manager will be responsible for managing clients across Small to Enterprise companies.

**WHAT YOU'LL DO**:

- Work collaboratively with sales to ensure a smooth handover and onboarding process that exceeds customer expectations
- Monitor, facilitate and drive adoption through mapping product features to business needs
- Launch pilot programs, developing success plans and metrics as part of onboarding
- Manage project implementations, including running product training for nominated user groups
- Educate customers on terminology, features and the benefits of our products
- Manage the customer support channels and escalating issues through to the Senior Customer Success Manager or Head of Customer Success for resolution
- Identify up-sell and cross-sell opportunities and working with sales to continually grow accounts
- Assist in the launch of pilot programs to new and existing customers, developing success plans and metrics as part of onboarding
- Educate customers on terminology, features and the benefits of our products
- Manage the customer support channels and escalating issues through to the Senior Customer Success Manager or Head of Customer Success for resolution
- Support customer billing and renewals
- Identify up-sell and cross-sell opportunities and working with sales to continually grow accounts

**WHAT YOU'LL BRING**:

- Bachelor’s degree in business related field
- 1-3 years experience in Service, Account Management or related roles (preferably in a SaaS industry)
- Ability to work collaboratively with different teams simultaneously
- Previous project management skills and experience with implementations, including running product training for nominated user groups
- Exceptional verbal and written communication skills; with the ability to run meetings, run training sessions and execute high-quality presentations
- Strong organizational and interpersonal skills

**WHAT YOU SHOULD KNOW ABOUT US**:

- We are laid back but buttoned up. We offer a casual work environment and remote work flexibility and have a passion for developing creative, innovative best in class solutions that directly contribute to the success of our customers
- We care deeply and deliver service and solutions that make a real difference in the lives of our clients and their businesses
- We openly accept others as they are and build strong partnerships based on trust
- Teamwork and collaboration is key to help our colleagues and customers solve their challenges
- Our team is energetic, fun, naturally inquisitive and eager to make an impact, we invite you to join us

**LOVE WHAT YOU DO, NO MATTER WHERE YOU DO IT**:

- Join our Remote-First Global Work Community: WorkWave provides an innovative and dynamic remote-first Global Work Community that encourages growth, creativity, and collaboration. No matter what stage of your career or where you live, WorkWave is your place to be part of a global company with a startup feel, where your ideas matter and your growth is a priority.

**A GLOBAL COMPANY WITH A LOCAL PRESENCE**:

- We know that there are benefits of being in the office and working from home. WorkWave promotes a healthy work/life balance and provides employees with the flexibility of collaborating in the office or the option to work virtually if desired. Our teams are well versed at working collaboratively in a fully virtual environment.
- Our HQ is based at our state of the art home office in the historic Bell Works complex located in Holmdel Township, New Jersey. We keep our offices available to all to use when working remotely isn’t feasible, or to help with cross training, team building and/or brainstorming.
- We have employees in over 30 states, 7 countries and many regional offices - each with their own set of perks and opportunities to give back to the local community.
- Whether you work remotely or take advantage of one of our offices, you’ll find a community of WorkWavers that value diversity, and care deeply about our products, clients, our communities and each other.

**RELAX, WE'VE GOT YOU COVERED**:
Employees can expect a robust benefits package

Find your perfect work/life balance In addition to standard Australian leave entitlements we provide emplo