Customer Success Manager, Mid Market

4 weeks ago

Sydney, Australia Deputy Full time

Responsibilities

Identify and proactively engage with your customers one on one at key moments of the customer lifecycle to prevent churn, handle escalations, uncover strategic growth opportunities, drive success and empower them to grow on the Deputy platform Drive an increase of adoption (Health Score), and NDR (Net Dollar Retention) for your customers Be a trusted advisor to customers by consulting on Deputy and the trends in workforce management, the time & attendance industry and the wider ecosystem Advocate for the customer by representing their feedback and issues internally to improve customer satisfaction and the overall Deputy platform  Support implementation and renewals of your customers by being a key resource to the Implementation and Account Management functions Collaborate on high-priority internal projects that evolve the Customer Success function to better meet our customers needs

Skills & Experience

2+ years with relevant customer-facing experience in a B2B customer success or a relationship management role, ideally from one of the following industries: SAAS, cloud, marketing, media, payroll, HR or time & attendance. Experience managing and driving success at scale in a portfolio of mid-sized accounts Passionate about being the voice of the customer internally, and comfortable with working cross-functionally to drive customer outcomes An ability to understand client objectives and think strategically/ creatively on ways to achieve them Comfortable with testing new approaches to drive customer engagement and success throughout the customer lifecycle Excellent written and verbal communication skills across all levels in a business, in particular a strong telephone presence and web presentation skills are all essential Previous use of a CRM system Employee Perks - Share Options - Paternity/Maternity Leave Policies - Flexible Work Policy - Company wide Development & Coaching - Hackathons - Awards - "Your Time to Shine & Celebrate Success"- Social Events & variety of social clubs (Books, LGBT, Games, Sports) - Mental Health Support - Munch & Learns Deputy believes in equal opportunity and that inclusiveness and diversity promotes innovation. Our global team members are from a variety of cultures. And we welcome different perspective and skills. #LI-Hybrid

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