Customer Success Manager

6 days ago

Sydney, New South Wales, Australia Kaizen Global Technologies Full time $90,000 - $120,000 per year

Overview:

As a Customer Success Manager at the client, you will play a crucial role in ensuring the success and satisfaction of our customers. You will act as a strategic partner, working closely with customers to understand their unique needs and challenges. By providing tailored advice and recommendations, you will help them drive adoption of the client's platform, manage complex releases, increase productivity, and minimize risk. Your consultative approach and expertise in the client's features and functionalities will enable you to articulate the value proposition of our platform and guide customers towards achieving their goals.

Key Responsibilities:

  • Act as a strategic and influential partner for customers, going beyond general discussions to ask questions and address specific pain points and use cases.
  • Identify areas of opportunity hindering customer success and provide tailored solutions and recommendations that require out-of-the-box thinking.
  • Improve team efficiency by optimizing previously defined processes such as templates or risk playbooks.
  • Collaborate with customers to build mutually beneficial success plans, tailoring meeting agendas based on customer attendees.
  • Clearly articulate the value proposition of the client's features and products using a strategic and consultative approach.
  • Conduct initial discovery to qualify opportunities for upsell, proactively communicating with Sales to support upsell motions.
  • Execute Quarterly Business Reviews (QBRs) using client data insights to identify trends, risks, and opportunities for increasing customer value and driving growth.

We Are Looking For Someone With:

  • Strong sense of accountability in following up with customers and holding others accountable.
  • Experience in addressing key challenges encountered by the client's customers, such as managing complex release processes, ensuring compliance and security, and optimizing development and deployment workflows.
  • Strong problem-solving skills and the ability to think creatively to find innovative solutions for customers' unique needs.
  • Experience in driving customer adoption and success through proactive communication, relationship building, and strategic planning.

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