Customer Success Manager
Found in: Talent AU C2 - 2 weeks ago
CloudGo is a consulting company that solves business problems by delivering digital workflows that matter. We are one of ServiceNow’s largest and fastest-growing Elite services partners, and due to our rapid growth, we need a Customer Success Manager.
The Customer Success Manager plays a critical part in CloudGo’s professional services, by managing the relationships we have with our customers to ensure we continue to deliver successful outcomes and retain them as a customer. The role of the Customer Success Manager includes customer support, managing delivery in some cases and to drive growth in their accounts.
You are responsible for managing and improving the customer lifecycle, identifying engagement strategies, unlocking new sales opportunities and preventing churn.
You will have a passion for customer satisfaction and helping businesses be successful through the use of ServiceNow; be self-motivated, building trust, solving problems and delivering exceptional customer outcomes across multiple customer stakeholders. You will know how to form long lasting trusted relationships at all levels, by listening and understanding our customers goals, be the primary contact for services, handling issues and escalating as appropriate. You will frequently engage with both business and project teams to help guide the customer in their journey beyond project deployment to drive adoption and further recommendations. You will have excellent verbal and written communication skills and demonstrated abilities. Customer satisfaction is key to CloudGo’s success, there will be times where you will need to deliver more to maintain our excellent customer satisfaction rating.
We Hire For Culture First:
Our people are global go-getters, we look to the long term, we solve for the customer, and we value open, honest, early communication. We believe we don’t exist without exceptional people, so we respect and value them. We pay fair base and at-risk components based on experience and the market.Other companies give you a job. We give you an opportunity.
CloudGo is focused on building a people-focused organization with a long-term culture of excellence. We work hard, we have fun, we innovate and grow talent.
Key Responsibilities
- You will own the customer experience and have overall oversight of the account, leading the relationship with key account stakeholders.
- Be accountable for the customer health post sales
- Identify customer needs and goals following on from project feedback
- An engagement expert also providing support in Pre-Sales activities such as questionnaires and Pre-Sales meetings
- Able to deliver high level demos of ServiceNow to show where value can be added
- Can work with a high degree of autonomy
- A great listener, able to understand customers goals and recommend the best solution based on their specific needs.
- Ability to influence key decision makers while also being the voice of the customer
- Develop relationships with key people to ensure they have a great experience with ServiceNow and CloudGo - involving others as needed.
- Listen to both the market and customers to understand the problems they are facing and being able to proactively address potential concerns before they become issues
- Have excellent communication and writing skills, and a great team attitude.
- You will monitor, measure and understand customer health and identify opportunities to retain and grow customer usage
- Grow usage of ServiceNow or introduce new applications within ServiceNow by guiding the customers to use the product in the right way and identifying gaps and opportunities to reintroduce sales team as required
- Run and manage regular customer engagement meetings
- Understand the progress and status of each customer interaction with regular communications
- Support customers and answer or arrange for answers to queries and to solve problems
- You will manage any escalations with your customers.
- Collaborate with sales and project development teams
- Be empathetic, collaborative and have technical aptitude
- Invest time in understanding ServiceNow and ongoing upgrades and enhancements by practicing continuous learning and training utilising CloudGo’s ServiceNow training platform
- Shares knowledge and experiences with others
Requirements
- Ability to engage and communicate effectively with all levels of customer and internal teams.
- Love optimisation and be a problem solver, curious to understand the why.
- Detail oriented.
- Presents ideas convincingly to achieve specific outcomes.
- Demonstrates skills in building consensus and resolving conflict.
- Produces clear customer and internal reports selecting most appropriate style for audience.
- Seeks support from peers where appropriate.
- Embracing different cultural perspectives, thought diversity and cultivating workplace equality.
- Championing processes and continual improvement of our ways of working.
- 3+ years’ experience and evidence showing skills and ability in customer success and satisfaction.
- Basic ServiceNow knowledge.
- Creative thinking and the ability to think outside the box.
- Loving what you do
Professional qualifications and education requirements
The following is preferred but not a pre-requisite for this position
- ServiceNow Fundamentals
- Training in Building Relationships, Influencing and Negotiation
- ITIL Foundations
Requirements
Investigate, document, and analyse key client organisational processes Work collaboratively with the project management team to determine required resources and create realistic timelines Maintain an effective client follow-up system to ensure that clients are contacted regarding project progress and overall satisfaction Coordinate and execute client training Take charge of finding information sources, gathering, and interpreting problem statement, execute analysis and present findings to team members and stakeholders Perform and organise ongoing support for customers such as report building, data quality, new integrations, etc Contribute to the development of a strategic vision for product development and enhancement Design and architecture solutions in appropriate platforms Applying in-depth functional knowledge of ITIL and ServiceNow to customer needs and requirements Providing advice to customers regarding industry best practices and process methodology Conduct analysis, design, evaluation, modification, testing and implementation of enterprise-wide systems across functional areas Maintain high customer satisfaction through the delivery of high-quality, timely, and thorough solutions to customer problems Maintain high customer satisfaction through the delivery of high-quality, timely and thorough solutions to our clients Enhance & increase ServiceNow knowledge by doing continuous learning, training and certification Manage and lead a team of employees, communicate company goals, safety practices, and deadlines to the team. Motivate team members and assesses their performance. Provides help to management, including hiring and training, and keeps control updated on team performance. Own a distinct aspect of project delivery Conduct training & workshops Basic requirements 5-7 years of professional experience Expert ServiceNow knowledge Sound JavaScript knowledge Openness to travel Tertiary education preferred Professional qualifications and education requirements Extensive work-experience in ServiceNow projects Integration project experience ServiceNow admin certification (CSA) ITSM Experience Excellent problem solving & communication skill Team lead & project management skill Embrace design thinking Additional preferred skills ITIL Foundation Certified ServiceNow certified application developer (CAD) ServiceNow certified implementation specialist (CIS)
-
Digital Customer Success Manager
1 week ago
Surry Hills, Australia News Corp Australia Full timeExciting opportunity for a Customer Success Manager to ensure customers achieve maximum value out of their digital advertising journey with News. **What’s the role?** - Assist in the development, implementation and roll out an ongoing customer engagement program for the News Connect marketing intelligence platform - Help to build an approach to establish...
-
GP Sales Representative
Found in: Talent AU C2 - 1 week ago
Alexandra Hills, Australia Novo Nordisk Full timeAre you a self-motivated salesperson who is passionate about making a difference in improving the lives of people with obesity? Do you enjoy working in fast paced and dynamic role with a passion for driving sales and building relationships with healthcare professionals? If so, we have an exciting opportunity for you to join our high-performing team as a...
-
Member Support Consultant
3 days ago
Alexandra Hills, Australia Goodlife Health Clubs Full time29-Apr-2024 FLG/1791104 Brisbane - Eastern Suburbs and Bayside - Category: - Sales- Position Type: - Casual- Application Close Date: - 29-May-2024**About Goodlife Health Clubs**: As Australia's premier, privately-owned fitness organisation, **Goodlife Health Clubs** is in a unique position to kickstart your career in the sector. We currently operate **97...
-
Customer Service Manager
6 days ago
Surry Hills, Australia Coles Supermarkets Full timeFrom small everyday moments to larger-scale changes unique to a business like ours, as a Retail Leader, you’ll really see the difference your work makes every day. Whether you’re in a distribution centre, a bakery, in-store or on the road, you’re an important part of an Aussie icon at the heart of the nation. ***: **About the role**: Get...
-
Regional Communications Coordinator
Found in: Talent AU C2 - 2 weeks ago
Alexandra Hills, Australia Hatch Full timeRequisition ID: 91915 Job Category: Marketing Location: Brisbane, Queensland, Australia Join a company that is passionately committed to the pursuit of a better world through positive change. With more than 65 years of business and technical expertise in mining, energy, and infrastructure, our 10,000 colleagues in 150 countries tirelessly work...
-
Risk and Compliance Officer
3 days ago
Alexandra Hills, Australia Brisbane Catholic Education Full time**Estimated start date**:Commencing Term 2 (April), 2024 **Position tenure**:Continuing **Weeks worked**:School term weeks only (holidays unpaid) **Total Paid Hours (per week) & days required**:12.5 per week per school - 25 hours total per week|Days negotiable **Salary level, range or hourly rate**:School Officer Level 5 - $37.17 per hour + super(School...
-
Apprentice Carpenter
2 days ago
Alexandra Hills, Australia Carsburgs Carpentry Full timeJob Title: Carpenter Apprentice/Labourer Company: Carsburgs Carpentry Location: Alexandra Hills & Surrounding Suburbs About Us: Carsburgs Carpentry is a reputable construction company specializing in residential projects. With a strong commitment to quality craftsmanship and client satisfaction, we pride ourselves on delivering exceptional results. We are...
-
Alexandra, Australia Alexandra District Health Full timeADH is the major health service within the Shire of Murrindindi and has long and proud history in health-related service provision to the area, providing medical and surgical care in a wide range of specialities, as well as multiple primary health programs. The Administration Officer Elective Bookings, Ward and Scheduling Clerk position is part time and is...
-
Customer Support Officer
7 days ago
Seven Hills, Australia Ability Options Full timeJoin a passionate team within a rewarding field in Seven Hills! - Work laptop + phone + training provided - Comprehensive employee benefits, including $15,900 in NFP Salary Packagin **Our mission is to support people who need assistance to achieve their aspirations and inclusion in the community. We have hundreds of talented people at Ability Options across...
-
Executive Assistant
7 days ago
Alexandra, Australia Murrindindi Shire Council Full timeReference NumberSF/4619 - Job TypeFull Time - PackageBand 5 plus 11% superannuation **Full Time Band 5** **Work in a supportive team environment with lots of variety** **Based in Alexandra or hybrid arrangements are available.** **Make a significant difference in our community!** Murrindindi Shire Council has an exciting opportunity for an Executive...
-
Customer Service
22 hours ago
Pennant Hills, Australia Indigeco Pty Ltd Full timePennant Hills - Start ASAP - $30.33 P/H + Super **Role title**:Customer Service Officer **Start**:ASAP **End**:27/09/2023 (Possible extensions) **Location**:Pennant Hills **Hours Per Week**:35 per week,9 to 5 working from the office **Rate**:$30.33 P/H + Super **Checks Required**: Background check 2x References Working With Children's Check Child...
-
Customer Service and Intake Officer
7 days ago
Surry Hills, Australia Catholic Healthcare Full timeCompany Description Catholic Healthcare promotes the dignity, life and spirituality of older people through connected and inclusive communities across residential aged care, home and community services and retirement living across NSW and SE QLD. Our values of Courage, Compassion and Integrity sit at the core of everything we do. **Job Description**: **Why...
-
Administration Officer
3 days ago
Alexandra, Australia Menzies Support Services Full timeMenzies Support Services is a local not-for-profit organisation with a 40 year history providing individualised, person-centred supports to people living in Murrindindi. **ADMINISTRATION OFFICER - FIXED TERM 3 MONTH CONTRACT** Part time 3 days per week, or equivalent hours negotiable **Are you a dynamic administative assistant with great organisation...
-
Construction Customer Service Consultant
7 days ago
Baulkham Hills, Australia CLARENDON HOMES Full time**ABOUT US** If you’re looking for an opportunity to expand your career, come and join Clarendon. We're a rapidly-growing residential builder renowned for our passionate people, innovative designs and high-quality homes. At Clarendon, we know that our success lies with great people, expertise, and the highest levels of integrity, honesty and...
-
Customer Service Manager
Found in: Talent AU C2 - 2 weeks ago
Surry Hills, Australia coles Full timeFrom small everyday moments to larger-scale changes unique to a business like ours, as a Retail Leader, you’ll really see the difference your work makes every day. Whether you’re in a distribution centre, a bakery, in-store or on the road, you’re an important part of an Aussie icon at the heart of the nation. About the role Get excited...
-
Executive Assistant
6 days ago
Alexandra, Australia Murrindindi Shire Council Full timeReference NumberSF/4499 - Job TypeFull Time - PackageBand 6 plus 10.5% superannuation and RDO * **Permanent full-time opportunity** **Inclusive, community focused team** **Based in Alexandra (60-90 minutes from Melbourne)** Do you enjoy a role where every day is different? Do you have experience supporting senior executives or maybe you have held roles in...
-
Quality and Risk Coordinator
6 days ago
Alexandra, Australia Alexandra District Health Full time**PERMANENT PART TIME 24 HOURS PER WEEK** Alexandra District Health (ADH) is the major health service within the Shire of Murrindindi and has long and proud history in health-related service provision to the area, providing medical and surgical care in a wide range of specialties, as well as multiple primary health programs. As a member of the Quality and...
-
Customer Service Officer
3 days ago
Seven Hills, Australia Engineering Networks Pty Ltd Full timePermanent Full Time - $65,000 + Super - Seven Hills Location **Customer Service Officer** The role, office based in Seven Hills, will work as part of a driven team that will partner with various Business Development Managers as well as working directly with various clients. **About the role**: - Supporting BDM’s with client requirements and assisting...
-
Customer Service Officer
3 days ago
Baulkham Hills, Australia Baptistcare WA Full timeBaulkham Hills, NSW, Australia, 2153 Permanent Full-Time Permanent full-time position Located right in the heart of the Hills District Work for a top NFP provider with a strong 75-year history of providing care **About the Role**: Based in Baulkham Hills, The Aminya Village is seeking a passionate and energetic Customer Service Officer to join the team on...
-
Customer Service and Barista
7 days ago
Sunnybank Hills, Australia Southern Cross Hand Car Wash Full timeAt Southern Cross Hand Car Wash and Café, we pride ourselves on providing top-notch customer service and creating a warm and welcoming atmosphere for our valued guests. Our one-stop destination offers not only high-quality hand car wash services but also a delightful café and shisha experience that keeps our customers coming back for more. Southern Cross...