Customer Success Manager
THE WHO, THE WHAT AND THE WHERE
Working with well-established brands such as Woolworths Group and Harvey Norman, our client offers a new age innovation for retail brands. With an exciting opportunity for international growth, this progressive tech company is reinventing expectations for customer success, thus want someone to come in ready to set the bar even higher.
A well-established Australian SAAS tech brand with the heart and soul of a start-up, this company is looking to take on someone who can help grow and develop a high-quality product, sales, and customer success teams.
Due to this brands, long-term customer retention and strong word-of-mouth competition is limited – however, they are conscious of not allowing complacency; exploring diversification of services.
This client offers a comfortable and laid-back working environment, where you will be treated as an adult and expected to take responsibility for managing your time and your work. However, that doesn’t mean we are looking for people who just want to sit back and relax – we need driven, highly motivated people who rise to a challenge and cannot rest until they find a solution.
With international growth in mind, the Customer Success Division is growing and needs someone ready to be part of this and help structure their operations to put customers front-and-centre.
Reporting to the Head of Customer Success, you will hold a management role, however will primarily be managing client relationships to ensure long-term success, while acting as a proactive leader and great example of service to a small team of phone support staff.
With 40-50% of the role being account management focused, you are the glue between the client and their success. You will manage client relationships, identify areas for improvement, provide the tender loving care needed and then take action to ensure retention and loyalty.
Your job description will be broad, keeping in mind this isn’t your average call-centre job… Our client breaks the mould of a typical tech company and customer consulting is a huge part of the role. You will be the key contact for on-boarding new clients; ensuring they know what to expect and then handing over to technical support staff who will take them through setting up and using the product and ironing out teething issues.
DO YOU HAVE WHAT IT TAKES?
We don’t want a robot who runs off a script, we want the freestyle rap, the impromptu and the attitude to humanise this brand and provide exceptional customer service for success.
Technical skills can be taught, but the attitude is up to you - you have to be smart - you have to be the kind of person who’ll go above and beyond for the customer, and you must be proactive!
We only want fast learners who are eager to know more! You must be able to demonstrate your thirst for learning. You don’t have to have a uni degree, but your resume/cover letter should prove how you constantly develop your skills; be it certificates, courses, internships or a serious addiction to educational podcasts.
This is not an IT job, but you must be comfortable with technology – maybe you’re a gadget-lover, maybe you’re the go-to person in the office who can fix the internet, maybe your LinkedIn stalking skills are legendary?… whilst this is not a technical support role, you need to have the aptitude to learn and understand the ins-and-outs of the product.