Customer Success Manager II

6 days ago

Sydney, New South Wales, Australia Diligent Corporation Full time $90,000 - $120,000 per year

Position Overview:

As a CSM II you will take ownership of a portfolio of customer accounts and play a key role in delivering an exceptional experience to our customers. The CSM II will perform hands-on account management activities as well as collaborate with other team members in coordinating successful customer onboarding, training and ongoing customer relationships to ensure long-term satisfaction.

The ideal candidate is a collaborative professional who excels in a customer-centric environment and has a track record of partnering with senior leaders of large, multi-national organizations. With a deep understanding of governance, risk, and compliance (GRC) challenges, you'll leverage Diligent's solutions to help customers navigate their most complex governance needs while driving product adoption and success.

Key Responsibilities

  • Renew and grow a set of customer accounts by proactively anticipating needs, recommending additional products and services and providing an excellent customer experience as measured by revenue retention and customer product usage;
  • Increase overall client satisfaction with Diligent measured through Net Promoter Score;
  • Provide a seamless and 'best in class' customer experience through all phases of the customer lifecycle - coordinating with the client implementation and project teams, administrative staff, IT Team, and users of the Diligent application/s;
  • Collaborate internally to be the voice of the customer across other departments, including with the sales, expansion, services, marketing, finance, customer transactions and operations teams.
  • Be heavily intertwined with the Expansion Sales team in spotting, qualifying and passing on expansion leads
  • Facilitation alongside the Implementation team of Diligent's products and modules with senior stakeholders to the client including C-Suite and Directors.
  • Build and maintain strong direct client relationships with key stakeholders & retain those relationships.
  • Seek out client advocacy related initiatives

Required Experience/Skills

  • Experience leveraging AI tools to enhance productivity, gain insights, or deliver more personalized customer engagement
  • Build and maintain strong direct client relationships with key stakeholders & retain those relationships.
  • Some experience in enterprise level account management (preferably in SAAS) is desirable
  • Some experience in sales CRM applications such as Salesforce
  • Excellent communication and presentation skills, with the ability to manage multiple stakeholders
  • Strong problem-solving ability, with a natural curiosity around the client's business needs
  • High level of resilience and a positive attitude when faced with adversity
  • Passionate about technology with a solution-centric mindset

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