Customer Success Manager at Noggin

Customer Success, Canberra, Australia (Remote) canberra remote support
Posted 25 days ago

Why Noggin?

We work with heart.

Noggin has been in the safety, security and incident management industry for over a decade. Our SaaS product is critical in supporting everything from natural disasters and emergencies to business continuity incidents, security management and more. We enable hundreds of organisations worldwide to manage disruption – smarter. Our platform is a market leader – just ask our clients.

Check out our most recent industry award from Vedantix here.

Why become a Customer Success Manager at Noggin?

Customer Success is not just another area of our business – it underpins everything we do. Here at Noggin, we provide solutions to businesses and communities that solve complex real-world problems, and each day is never the same. As a Customer Success Manager, you will work with various clients across a variety of industries. You will drive customer strategies and influence product decisions by advocating for the customer, above all.

You are the trusted advisor for your portfolio of customers, and you are responsible for delivering exceptional customer experience from on-boarding to go-live and beyond. You will also own and drive the growth strategies for your named accounts and contribute to the continuous improvement of Noggin’s customer success process.

You will be responsible for developing territory and action plans for your named accounts. You will retain and increase Noggin’s revenue from existing customers through effective client relationship management and business development resulting in contract renewals, increased product utilisation, upgrades, new systems, and projects.

What does it take to be a Customer Success Manager at Noggin?

You are tertiary qualified with a wealth of experience in managing enterprise customers across various industries. Ideally, you have experience in implementing complex software solutions to external customers and a strong background in service delivery management.

You’re smart, pragmatic, and passionate about seeing the work you do have a real impact for your customers as well as the world around you. With your software implementation and Service Delivery experience, you can pull out all the stops to save any customer in distress as you can get elbows deep into understanding their business requirements and are able to identify and solve any product issues and opportunities.

You’re a strategic thinker and planner - you understand your customers well and know how to pave the way forward to create growth opportunities within your accounts. You have the innate ability to break down and solve complex problems, ideally within the software industry.

What does success look like in this role?

During the first 3 months, you will become fully acquainted with our product and services, as well as your portfolio of customer accounts. You will have worked alongside not only the Business Development team but also the Product, Service Management and Professional Services teams to fully understand how all the moving parts of customer experience hang together. And you will have built a strategic plan about how you’re going to manage your customer accounts as a result.

After 6 months, you will have developed strong and genuine relationships with each customer within your portfolio. You are viewed as a credible partner, and you have already started to see your account plan come to life.

By the 12-month mark, you’ve worked hard to build a stellar reputation across the business and all your customer accounts. You know your customers inside and out. You know their pain-points, you understand where they’re heading and as a result, you’re able to help them get there through the ongoing (and expanded) use of our software solutions.

To apply, please use the online application link. 

Please note, you must have valid and unrestricted work rights for Australia to be considered for this role. No agencies please.