Customer Success Manager

Dca; Melbourne; In loco; AUD 90.000 - 130.000; Tempo pieno

Descrizione del lavoro

ResearchMaster Pty Ltd is a Melbourne-based technology company offering a fully integrated research management system for higher education and research institutions. They seek a Customer Success Manager to act as the voice of the customer, aligning the product with industry trends and expectations, while coordinating client engagements and product launches.

The role emphasizes building deep product knowledge, managing RFx responses, and developing business cases and roadmaps for Research Office

Competenze

• Minimum 2+ years in a Client Service/Account Management/Customer Success role.
• Proven ability to deliver excellent client account service.
• Experience delivering projects within set timeframes.
• Familiarity with Windows UI design and Microsoft operating systems is desirable.

Mansioni

• Build and maintain knowledge of ResearchMaster Enterprise (RME) and provide technical leadership for Research Office within ResearchMaster.
• Undertake competitive analysis for RME and awareness of competitor capabilities.
• Own and respond to client and prospect RFx notices as part of the ResearchMaster Client Team.
• Build relationships with RM clients and RM team through communication of product advice and knowledge transfer.
• Coordinate and manage launches of new RME products with promotional plans and channels.
• Prepare business cases and roadmaps for Research Office product changes and enhancements.
• Establish collaborations for new RME products with industry partners.
• Other duties as required.

Conoscenze

Communication

Document management

Attention to detail

Autonomy

Active listening

Formazione

Relevant tertiary degree or equivalent

Descrizione del lavoro

Job Description

ResearchMaster Pty Ltd is a technology business that provides a fully integrated, research management system to higher education and private research institutions throughout Australia and New Zealand. The product has been designed, developed and is maintained and supported completely from offices in Melbourne.

Your new company:

• Permanent Full-time role | Convenient South Wharf Location
• An exciting opportunity to join as a Customer Success Manager and work as an interface between the market and the ResearchMaster team, representing 'the voice' of the customer and aligning the product with emerging trends, influences and industry expectations.

Your new role:

• Build and maintain an advanced knowledge of the ResearchMaster Enterprise (RME) software application and provide technical leadership in relation to the Research Office suite inside ResearchMaster
• Undertake competitive analysis activities for RME including awareness of competitive products and competitor capabilities
• Ownership of and responding to client and prospect RFx notices as part of the ResearchMaster Client Team
• Build and maintain professional relationships with the RM client base and RM team through communication of product specific advice, leadership and knowledge transfer
• Assist with the facilitation of client engagement activities
• Undertake competitive analysis activities for RME including awareness of competitive products and competitor capabilities
• Prepare business cases, internal recommendations and roadmaps of Research Office product changes, enhancements or new developments.
• Establish collaborations and pre-commitments for new RME products, opportunities and enhancements with industry
• Coordinate and manage the launch of any new RME products where relevant, working with internal stakeholders to prepare comprehensive promotional plans, with defined distribution channels that include appropriate promotional and marketing messages and proactively promotes RME to customers, social media and the press
• Other duties as may be required from time to time

What you’ll need to succeed:

• A relevant tertiary degree or equivalent practical experience
• Minimum 2+ years of experience in a Client Service/ Account Management/ Customer Success role
• Demonstrated ability to deliver excellent client account service
• Proven experience in achieving set goals and completing set projects in a given timeframe
• Familiarity with windows user interface design
• Knowledge and familiarity with Microsoft operating systems
• Knowledge of relational databases (Oracle and SQL Server) and the research and development sector is highly desirable
• Proven experience working in software development/ implementation and/or working in a project environment would be advantageous

What you’ll bring to the role:

• Commitment to the highest standards of client account service
• Exemplary written and verbal communication skills, with ability to communicate clearly and concisely in plain English to a wide audience
• Excellent document management skills
• Ability to listen and extract key information from clients and co-workers in order to accurately resolve or elevate issues
• Ability to respond thoughtfully and appropriately in all situations to all audiences
• Ability to learn quickly in a process driven environment
• Ability to work autonomously
• High attention to detail
• Experience in representing a business at industry forums would be advantageous
• Knowledge of or experience working in the Australian education and/or research sectors would be advantageous

What’s next?

• ResearchMaster is an Equal Employment Opportunity employer committed to supporting a working environment of mutual respect, teamwork and trust and a workplace that attracts, develops and retains highly skilled people.