Manager – Customer Success

1 month ago

Melbourne, Australia Lloyd Connect Full time
  • Hybrid ongoing role – 2 days WFH / 3 days in the Sydney CBD office
  • Lead and mentor Customer Success team of 6 with significant market potential.
  • Prev Customer Success Mgmt. exp in B2B preferred. Drive growth & market presence

Reporting to the recently appointed Head of Growth and Revenue, the Customer Success Manager will be responsible for managing and driving the success of the Account Management Team. This role will work with a wide cross section of internal and external teams to deliver optimal product performance and efficiency, ultimately ensuring that every client derives maximum value and success from the platform.

Referoo is a rapidly growing Australian owned technology scale up revolutionising the way businesses manage the reference checking process. This cutting-edge platform is constantly growing, most recently adding new survey capability amongst a host of new product releases and expansion into the UK and US markets

Key responsibilities are:

  • Provide guidance to the Account Management team to build, develop and maintain effective business relationships with key stakeholders, ensuring customers are guided seamlessly throughout the duration of their contract.
  • Introduce or enforce automation and process to ensure a viable level of regular contact is maintained with all clients.
  • Identify issues and deliver solutions that help drive adoption and engagement
  • Build strong relationships with key stakeholders and deliver quarterly/bi-annual business reviews.
  • Work with other leaders to introduce/optimise processes for all touchpoints between teams.
  • Ensure the right people from the right teams are available to engage with the CSM or the clients directly to feed client insights throughout the business.
  • Coordinate and oversee client support, implementation and training as required. Understand and clarify any specific support requirements, delivering implementation plans and developing and delivering ongoing user training.
  • Work closely with the sales team to advise on best approach, identify selling and upselling opportunities. Provide the full range of pre and post sales support activities around product, level of service, technical requirements etc.

The ideal candidate will have strong knowledge of the SaaS tech environment and the importance of value selling and value realisation strategies. Experience performing at a leadership level in an account management/customer success or similar role including familiarity with recent developments in CS terminology, strategies and frameworks essential, as well as leading a revenue-generating team through the scale-up phase of business growth.

Strong problem solving/troubleshooting ability, excellent communication skills and attention to detail essential as well as confidence in reviewing existing and introducing new software systems for CS use-cases. Experience with project management tools and business intelligence software is a must.

To apply please submit your resume.

At Lloyd Connect we recognise the benefits that diversity and inclusion brings to our clients and encourage people from all backgrounds, abilities and identities to apply.

David Lloyd
Head of Executive & IT Recruitment
david@lloydconnect.com.au

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