Customer Success Manager

seek.com.au; City of Melbourne; On-site; AUD 90,000 - 130,000; Full time

Job summary

Point of Rental Software is seeking a Customer Success Manager to drive ongoing success for new and existing customers across APAC. Reporting to the APAC Regional Director, you will be the single point of contact for services and guide customers through the full lifecycle of their relationship with Point of Rental.

In this role you will manage key customer relationships, coordinate with sales, finance and support teams, and help customers maximise value from our software and services.

Qualifications

• Experience in account management, customer success or customer service.
• Experience in software support, sales or account management.
• Proficiency with Salesforce, Xero, Service Cloud and case management tools.
• Postgraduate qualification in business, marketing, commerce or technology.
• Proactive and enthusiastic demeanor.
• Excellent organizational and stakeholder management skills.
• Natural rapport builder.

Responsibilities

• Manage tiered call/visit cycles with key customers.
• Respond to customer queries and coordinate resources.
• Communicate new release features to customers.
• Brief Sales Team on new customer requests.
• Coordinate with finance on invoicing and payments.
• Inform Support Team on changing customer requirements.
• Develop customer financial analysis.
• Manage key customer relationships.
• Proactive outbound check-ins with key customers.
• Perform general admin tasks as needed.

Skills

Account management

Customer service

Customer success

Software sales support

Salesforce

Xero

Service Cloud

Postgraduate degree

Stakeholder management

Communication

Relationship building

Education

Postgraduate qualification in business/marketing/commerce/technology

Tools

Salesforce

Xero

Service Cloud

Case management software

Job description

The Customer Success Manager (CSM) at Point of Rental is 100% focused on, and responsible for, the ongoing success of new and existing customers. Reporting to the APAC Regional Director, the CSM plays a vital role managing customer relationships across the APAC region. The role is a key plank in efforts to help customers derive maximum value from software and services. The CSM provides a single point of contact to customers for all services and steers them to success through the full life-cycle of their relationship with Point of Rental.

Key responsibilities

• Tiered call / visit cycle of key customers
• Respond to inbound customer queries and direct Point of Rental resources to assist the customer
• Communicate new release features to key customers
• Brief Sales Team on new customer sales requests
• Liaise with finance team to answer customer invoicing and payment enquiries
• Brief Support Team on changes to existing customer requirements
• Develop some customer financial analysis
• Key customer relationship management
• Proactive outbound check ins for key customers
• Some office administrative tasks, as required

About you

• Account management, customer service or customer success experience
• Experience working in software support, sales or account management
• Proficiency using technology tools such as SalesForce, Xero, Service Cloud and case management software
• Post graduate qualification in business, marketing, commerce or technology
• Proactive, enthusiastic and fun
• Excellent organisational and proactive stakeholder management skills
• Natural rapport builder

About us

Point of Rental Software is a company where culture and values (EPIC) form the bedrock of success. The values are: Empowering, Principled, Innovative, and Caring.