Customer Success Manager

2 weeks ago

Sydney, New South Wales, Australia Trintech Technologies Ltd Australia Full time

Trintech is currently seeking a growth focused, results-driven, and highly motivated individual to join our growing Customer Success team. As a Customer Success Manager (CSM), you will have a key role in driving product adoption, building trusted advisor relationships within assigned customer accounts and increasing customer satisfaction and retention. In addition, you will work closely with other customer facing teams across the organization to support account planning, escalate any issues, and/or communicate opportunities for upsells and cross-sells. You will work with Customer Success leadership to grow and continuously improve the impact of our team, challenging the status quo and contributing to the design/incorporation of new programs. Additionally, you will drive customers to leverage the Customer Success Center, encourage adoption of the latest solution releases, stay aware of attrition indicators and respond with appropriate action per account.

**PRIMARY RESPONSIBILITIES**
- Primary ownership and accountability for understanding customer's goals and helping them to achieve them through the adoption and expansion of use of Trintech products within assigned portfolio of accounts.
- Provide guidance to customers on the use and benefits of our products.
- Serve as a customer advocate while effectively collaborating with internal, cross-functional teams including Product Management, Sales, Marketing, Engineering and Finance.
- Uncover and mitigate any risk that threatens each customer's growth, satisfaction, or renewal; conceive and execute risk mitigation plans. Schedule stakeholder calls.
- Keep management informed of progress and obstacles related to customer accounts, seeking feedback as necessary and responding appropriately to improve and optimize customer success.
- Drive customer advocacy in the form of references, referrals, and case studies.
- Create and present executive level presentations such as client Quarterly Business Reviews.
- Participate in the development and execution of customer success programs and best practices relating to onboarding, adoption, retention, expansion and advocacy end to end (research, action, measurement, and iteration).
- Actively participate in special projects. Initially, the implementation of a Customer Success platform.
- Contribute to the development of a strong team environment by upholding high work standards.

**REQUIRED KNOWLEDGE/SKILLS/ABILITIES**
- Bachelor's degree in business or related field.
- 4-7 years of experience in a Customer Success organization.
- Strong communication and interpersonal skills, both written and verbal.
- Confident, high energy, self-motivated and a true team player.
- Ability to quickly establish relationships and interact with executives and senior management in customer accounts.
- Demonstrated ability and desire to work and excel in fast-paced environment.
- Ability to manage multiple priorities while maintaining strict attention to details.
- Proficiency with MS Office.
- Salesforce experience preferred.
- Ability to effectively prioritize, escalate and oversee customer issues to resolution or ELT ownership, as required.

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