Customer Success Manager

Posted 08 November 2023
Salary US$105000 - US$120000 per annum
Job type Permanent
Discipline Sales
Contact NameEmily McGuinness

Job description

Our client, a sustainable technology-enabled solutions provider in the emergency services and health organisations space which allows clients to model scenarios, test decisions, and optimise ambulance, fire and roadside assistance service delivery, is searching for a Customer Success Managers (CSM).

This CSM has four primary responsibilities:

  • Passionate advocacy representing the customer's interests within the company.
  • Retention of customers through continued and proactive engagement.
  • Revenue capture through cross selling and up-selling additional products and services to customers.
  • Managing and helping to grow our US company.

Essential Functions Summary:

Own the overall relationship with assigned customers which includes:

  • Developing and maintaining a customer engagement strategy and operational plan.
  • Having a comprehensive understanding of the customer's strategic and tactical focus as well as their challenges and future areas of expansion.
  • Managing the overall customer experience, satisfaction and success.
  • Development of a communication and engagement methodology at all appropriate organisational levels, including executive sponsors.
  • Ensuring that customer support queries have been resolved adequately.
  • Navigating the commercial relationship with customers.
  • Maintaining a customer profile that captures all required information through the customer lifecycle within the designated CRM system (currently Salesforce).
  • Advocating customer needs and issues.
  • Identifying opportunities for the provision of additional products, services and training to address customer needs, and working with sales and product management colleagues to develop commercial proposals.
  • Working to identify unmet customer needs to provide input to the product management process.
  • Ensuring that customers are familiar with current solution functionality, new features and upcoming releases.
  • Working with colleagues in commercial and finance departments, maintain documentation and State or Federal processes required to operate a business in the US.

Position Requirements

  • Bachelor's degree in related field and 3+ years of prior relevant experience (or a broadly equivalent combination of education and experience).
  • Emergency Medical Services, Health Service or Public Safety experience preferred.
  • Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
  • Experience with managing senior and sometimes quite technical customer representatives.
  • Familiarity working with customers of all sizes
  • Proficient in Office software.
  • Familiarity with analytical software is preferred.
  • Free to travel up to 40% of the time.
  • Impeccable written and verbal communication skills
  • Detail oriented and analytical
  • Strong team player but still a self-starter
  • Thrives in a multi-tasking environment and can adjust priorities on-the-fly
  • Experience with engaging with and closing opportunities at the executive level preferred.