Offer summary

Qualifications:

Experience in a customer-facing role, preferably in Customer Success Management or Account Management within a SaaS company., Strong customer-centric approach with a focus on delivering exceptional service., Good interpersonal skills to build trust and rapport with stakeholders., Tech-savvy with the ability to simplify complex technical topics..

Key responsabilities:

Maintain regular communication with customers to ensure retention and satisfaction.

Guide customers through the Simpro go-live process and their ongoing journey.

Identify and address inefficiencies in customer workflows and software usage.

Act as a trusted advisor, providing updates and opportunities for additional products and training.

Job description

First Things First - What We Can Offer You

Generous parental leave program
Up to 4 weeks' annual "Work from Anywhere" benefit
Second-to-none product training
Opportunities for growth, development and career progression
Fun team camaraderie and events
Paid volunteer leave days
Public holiday exchange
And a range of other fantastic benefits!

The Job

The Customer Success Manager is responsible for maintaining regular, planned communication with the customers to resolve issues, assist customers to improve the utilisation products, to ultimately ensure the long term success of customers.

What You’ll Do

Maintaining regular, planned communication with the nominated accounts with a focus on the retention of our customer base
Proactively contact the customer and help them through the initial Simpro go-live
Guide the customer throughout the Simpro journey and facilitate all resources offered
Identify inefficiencies between the customer and their software, inefficiencies with workflows and assistance with updating customers on additions to the software.
Drive customer satisfaction through a number of support and account based activities, including supporting customers (phone, site calls, emails)
Be a trusted advisor and source of advice for customers and colleagues and ensure customers receive regular updates on Simpro
Understand customer issues and capitalise on these opportunities [when appropriate] through selling revenue-generating products and additional training to existing customers

What You’ll Bring

Experience in customer-facing role - a Customer Success Management, Account Management, or technical implementation role in a SaaS company would be a benefit
Have a customer-centric approach, with a desire to deliver the best for our customers
Be proactive and enjoy collaborating across teams to deliver great commercial outcomes
Good interpersonal skills and the ability to build trust and rapport with stakeholders at all levels
Experience working with business process software in a customer-facing role would be a benefit
Be tech savvy and have the desire to learn, along with the ability to convey complex technical topics with simplicity
Exceptional customer service and troubleshooting/problem solving skills
Ability to work effectively under pressure and to perform well in a team dynamic

Core values required of all Simpro, AroFlo, BigChange & ClockShark employees:

While experience in the above areas will be highly considered, it’s important to note it will be secondary to the person with the right determination, attitude and compatibility. Our culture and core values are very important to us:

We Are One Team

We Are Customer Centric
We Are Growth Minded
We Are Accountable
We Celebrate Success

Simpro, AroFlo, BigChange & ClockShark are equal opportunity employers with a best-of-class onboarding program and supportive team environments. We embrace and support culture diversity and Equal Employment Opportunity. Aboriginals, Torres Strait Islanders and minority groups are encouraged to apply. .

Visit simprogroup.com/au/company/careers to learn more about us and our values.

We would like to take this opportunity to thank all candidates for their application.

*Please note, no agencies will be accepted in the recruitment of this role.

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