Customer Success Manager | Sydney

The Customer Success Manager is responsible for managing the relationships with our clients, ensuring their needs are met, that they are getting value out of our products and services and that they have a high level of customer satisfaction!

You are a true people person, making and keeping relationships comes naturally to you.

We are looking for someone to take on the management of our platforms clients (think SaaS products), to understand individual client needs and to build a deep understanding of our products and services to be able to add further value to existing clients.

If you understand systems and how they work, and can’t help yourself trying to understand the why behind the interactions you have with others then this may be the position for you.

What you will do:
  • Manage ongoing ‘health’ of relationships for a portfolio of customers to ensure long-term customer success with POMT business applications
  • Build deep and trusted relationships with key contacts of our clients managing any client staff turnover that occurs ensuring high degrees of customer satisfaction and loyalty
  • Communicate effectively and regularly in a timely and accurate way with clients via all communication methods (phone, email, chat, video)
  • Have a strong understanding of each client’s business objectives and the ability to identify and articulate how our solutions support achieving those
  • Drive retention and growth among our clients by understanding their business needs and helping them succeed
  • Keep clients up to date with latest features and products relevant to their business by knowing the client and our products
  • Work with the pre-sales, project, sales and support teams to facilitate a seamless customer on-boarding process from the outset
  • Build relationships with internal and customer teams to influence and orchestrate action plans
  • Manage post-sales client lifecycle as it relates to customer adoption, on-going support, feature adoption, renewal and product expansion
  • Continuously maintain a deep understanding of our product solutions to be the subject matter expert for our clients
  • Be the main interface for all system-related inquiries and build relationships with all relevant stakeholders as a trusted advisor and advocate
  • Meet agreed retention and usage targets
  • Follow up with clients to ensure their issues are resolved managing internal resources and vendors appropriately
  • Manage multiple internal relationships with Sales, Account Managers and Technical staff to drive a one team approach with clients
  • Support account managers in managing client relationships that include both platforms and other AV technologies
  • Continually improve the customer success service that POMT provides to all clients
  • Gather feedback to share with the relevant internal implementation, support and sales teams
  • Contribute to the development of company goals, growth and profitability targets around our platform products

What you will have:
  • 2 years+ experience as a Customer Success Manager managing multiple accounts
  • Proven track record of building strong client and internal stakeholder relationships across all levels within an organisation including managing senior stakeholder expectations
  • motivation and personable nature
  • approachable, devoted and trusted
  • ability to work independently with a high level of integrity
  • Excellent written and verbal communication skills, with the ability to influence & drive behavioural change
  • Experience with data driven action plan creation and execution
  • Ability to work in a dynamic, results-oriented culture
  • Previous experience working within a subscription SaaS model is preferred
  • Excellent interpersonal skills
  • Strong team player as well as a proactive individual contributor
  • Ability to grasp technical concepts
  • Ability to build rapport and relate to anyone
  • Vendor management experience a plus
  • Experience in the Tech / SaaS industry
  • Experience working with a vendor as a partner / third party
  • An understanding of internal change programmes including appropriate stages, stakeholder engagements, plans and preparation

Please contact us via the link or send your resumé directly to our Chief of Staff Amanda Cubbin 

CBD, Inner West & Eastern Suburbs
Account & Relationship Management
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