This role will give you a chance to work for a truly unique SaaS organization that lives on the cutting edge of technology, offering a fast-paced start-up environment with exposure to exciting technologies and large brand name clients and partners.

As Customer Success Manager, you will take pride in helping our customers get the very best out of our products, managing relationships across the full range of our education, enterprise, and sports customers.

Your primary purpose is to increase the value that our customers derive from our solutions and to ensure their success and satisfaction. In this role, you will work closely with each of our customers to understand their needs, users, challenges, and use cases for our services. You will proactively support and drive them to get the most from our solutions to meet those needs.

Over time, you will uncover new use cases and value propositions based on your knowledge of the customer, their environment, and our solutions. You will provide guidance on best practices to ensure the customer is always aware of how to achieve maximum value from our solutions.

Location: Melbourne, Aus as a strong preference. Will consider candidates in other Australia east coast locations

Job Type: Full-time

Employment Type: Permanent

Key responsibilities include
 (but not limited to) :
  • Establish clear adoption goals for each client, develop and execute plans to achieve them
  • Manage customer onboarding and ongoing training.
  • Share best practices for usage and growth
  • Deeply understand your customers business, needs, use cases, organization, and people to develop strategies to optimize adoption
  • Maintain strong relationships across your customer group.
  • Promote the value of the product and find new use cases and users
  • Develop an energetic fan base of users and encourage champions/ambassadors to share the product's benefit and value
  • Manage customer communications and advocate for customer needs internally
  • Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
  • Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
  • Assist in creating training courses and educational materials for current and future customers
  • Optimize existing processes within the company and actively enhance all Customer Success initiatives
  • Being a voice of customers and providing input that will shape our product roadmap
Essential Criteria:
  • A minimum of three years working in a customer-facing, professional role – Customer Success, Account Management, or Customer Support preferred
  • Experience in onboarding and training new customers and helping them get the most out of complex software and SaaS products
  • Demonstrated excellence in customer engagement and management
  • Passion & enthusiasm - a 'doer' and can build and drive key external relationships
  • Fantastic communication and personal skills - with the ability to enthuse people about new products and solutions
  • Customer focus - and has a natural flair for understanding customer needs and is willing to go the extra mile to ensure the happiness of customers;
  • Experience working with brand image and promoting value through customer experience
  • A technical mind - that understands and is excited by technology and data trends and is comfortable communicating these
  • Exceptional ability to multitask
  • Fantastic organisational skills - with the diligence to update our CRM system, analyze reports and keep detailed notes about customer discussions
  • A natural affinity with problem-solving - with the tenacity and diplomacy to successfully resolve queries
  • Able to travel as required, generally interstate plus infrequent travel overseas
Desired experience:
  • Previous experience in Education, Enterprise, and/or Sports Marketing
  • Experience in video & supporting technologies
  • Experience in media file workflows; including file ingest, fulfillment, delivery in both cloud & on-prem scenarios
  • Understanding of software, architecture frameworks, and corporate technology trends
We will expect the successful candidate to do:

The successful applicant will be a fantastic communicator with a warm, enthusiastic, and friendly personality and who is adept at managing multiple relationships concurrently and maintaining a strong bond with each.

You will interact with and garner assistance from multiple internal resources including Sales, Product Management, Sales Engineering, Project Deployment, and Technical Support.

You will liaise with our technology, system integration, and deployment partners to ensure the success of the solutions and services.

You have demonstrated experience of long-term customer retention and usage growth. You are a natural problem solver, ready to guide customers through any issues and successfully manage inquiries through to resolution.

You will not be afraid to challenge customers when required. You will have previously trained individuals on a product or service and should enjoy working alongside internal teams to achieve successful outcomes.

Working so closely with our customers, you will be in a highly desired position in the company where you get to provide customer feedback that will help shape our products and services.