Enterprise Customer Success Manager

Criteria Corp; Bathurst; On-site; AUD 90,000 - 140,000; Full time

Job summary

Criteria Corp is seeking an Enterprise Customer Success Manager to cultivate strategic relationships with high-value clients and maximize value from our platform. You will onboard new clients, coordinate with Account Managers, train users, and resolve issues to ensure satisfaction.

In this role you will document interactions in the CRM, drive retention strategies, and provide feedback to guide product enhancements. Open to part-time or full-time in Australia.

Qualifications

• High school diploma or equivalent is required; bachelor's degree preferred.
• Experience in recruitment, talent acquisition, customer success, account management, customer service, SaaS training or technical support.
• Solid business acumen with SaaS experience is preferred.

Responsibilities

• Onboard new clients, manage all aspects of the account, user administration and provide product training.
• Ensure Enterprise customers derive maximum value from their subscription.
• Partner with Enterprise Account Managers to support renewal, retention and satisfaction.
• Advocate for the product and communicate customer needs to the product team.
• Identify and remove roadblocks to growth to drive customer success.
• Develop success plans for each client.
• Respond promptly to customer support calls and emails.
• Provide web-based training and product implementation support.
• Proactively manage customer requests to satisfactory conclusions.
• Document all customer interactions in the CRM.
• Relay customer feedback to inform product development.

Skills

Verbal and written communication

Interpersonal and customer service

Sales and customer service

Organizational skills and attention to

Time management

Analytical and problem-solving

Prioritization and delegation

Curiosity about web-based tech

Microsoft Office proficiency

Education

High school diploma or equivalent

Bachelor's degree

Tools

CRM software

Microsoft Office Suite

Job description

Job Description

Enterprise Customer Success Managers are responsible for developing customer relationships that promote customer retention and loyalty. Enterprise Customer Success Managers work closely with customers to ensure they are satisfied with and leverage Criteria’s platform. Enterprise Customer Success Managers work closely with Account Managers to support customer retention and ensure clients are maximizing value out of their Criteria solution.

The primary responsibilities of this role include:

• Ensure that Enterprise customers derive maximum value from their subscription investment.
• Onboard new clients, managing all aspects of the account, user administration and provide product training based upon client specific use cases and objectives.
• Partner with Enterprise Account Managers to support client renewal, retention and ongoing satisfaction.
• Understand Criteria’s strategic and competitive position and be an effective advocate for our product.
• Identify, analyze, and remove roadblocks to growth to ensure customer success.
• Develop success plans for each client.
• Rapidly and efficiently respond to incoming customer support calls and emails.
• Provide web-based training and product implementation support.
• Proactively manage all customer requests to satisfactory conclusion.
• Document all customer interactions in our CRM software.
• Drive product improvements and help inform product development initiatives by listening to customer feedback and relaying it to our product development team.

To be successful in this role the incumbent will demonstrate the following:

• High school diploma or equivalent, required. Bachelor’s degree, preferred.
• Previous related experience (in any of the following fields: recruitment, talent acquisition, customer success, account management, customer service, SaaS training or technical support).
• Solid business acumen, and experience with SaaS model, preferred.
• Strong verbal and written communication skills.
• Exceptional interpersonal and customer service skills.
• Excellent sales and customer service skills.
• Solid organizational skills, follow-through, and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Proven ability to prioritize tasks and to delegate them when appropriate.
• Knowledge and understanding of web-based technologies, curiosity, and enthusiasm
• Proficient with Microsoft Office Suite or related software.

We are open to offering the right candidate either Part Time or a Full Time position, we encourage flexibility and work life balance.