Customer Success Manager

100 Walker St,
North Sydney, NSW 2060

**Customer Success Manager**

**Who we are -**
KINSHIP is a digital agency that enables organisations to better understand and connect with citizens online. Partnering with leading technology providers, we deliver data-driven strategies to empower companies on their digital transformation journey. We believe that data is the core catalyst of digital customer ROI and fuels the journey to a better citizen experience.

KINSHIP works with clients from a broad range of industries, including Local Councils, State
Government departments, Federal Government, Information Technology, Hospitality,
Utilities, Not-For-Profit, Education and Health.

At KINSHIP digital, we maintain an inclusive culture, we value our team and encourage their ideas, ensuring they are supported along every step to provide clients with the best service and advice possible. We celebrate team success and invest in our people to create opportunities and growth within our team.

Our company values _- do these feel like you?_
- **Trustworthiness** - We are first and foremost trustworthy. Trust equates to credibility
- **Reliable** - When we say we are going to do something, we do it and excel in it
- **Passionate & Proud** - We are leaders, strong-willed and team oriented
- Our clients are our partners - We truly care about the success of our clients and are focussed on delivering long-term value
- **We celebrate success** - We share our wins as a team and give everyone the opportunity to shine

**Job Summary -**
KINSHIP digital is looking for a highly confident and professional individual to join our ever
- expanding Customer Success team and drive the customer strategy for two of our largest
Government clients. You are pragmatic and results-focused, and act calmly and mindfully under pressure. You will be comfortable working both autonomously and as part of a team, facilitating others to ensure we are delivering to our valued client.

**_Day-to-day activities include but are not limited to: _**:

- _ **Establish and nurture customer relationships built on trust, develop client champions, and identify key stakeholders**
- Drive and manage client relationshipsdevelop mutual success plans for customers that outline their metrics for success and provide clients with recommendations

100 Walker St,
North Sydney, NSW 2060
- Collect requirements and requests from clients for on-going projects, manage client expectations externally while monitoring task completion internally to ensure quality standards and client satisfaction are met
- Closely monitor adoption rates of assigned clients; provide keen insight into exactly how customers are using **ISV **and KINSHIP services, the pros and cons, and identification of areas for improvement
- Be able to communicate the value associated with their investment in KINSHIP digital services

**_What you bring to the team?_**:

- _ **Relevant work experience in Customer Success or Client Services preferably in**

SaaS
- A do-anything attitude for delighting the customer. We are customer-centric, meaning we drop everything to solve problems and make our customers happy.
- Exceptional written and verbal communication skills
- Strong organisational skills in a fast-paced environment
- Self-starting problem solver, who isn’t afraid to learn on the go and enjoys fast-paced working environment.
- Demonstrated experience and a passion for customer experience
- You have comfort with preparing and delivering formal executive business reviews

(EBR) to senior-level executives, with a focus on project-specific achievements and customer health
- _CXM sales or success experience_ _highly desirable_

**Salary**: $85,000.00 - $100,000.00 per year

**Benefits**:

- Professional development assistance
- Work from home

Schedule:

- 8 hour shift

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- NORTH SYDNEY, NSW 2060: Reliably commute or planning to relocate before starting work (required)

Work Authorisation:

- Australia (preferred)

Work Location: Hybrid remote in NORTH SYDNEY, NSW 2060