Customer Success Manager Enterprise - NSW, Australia at Assignar

Full-Time, Customer Success, New South Wales, AU support full-time
Description
Posted 24 days ago

About Us

Assignar is a fast-growing cloud-based construction operations management software platform for subcontractors and self-perform general contractors in the civil, industrial and infrastructure industries. Assignar’s integrated workflows manage job site schedule, crews, equipment, safety, and compliance across all projects. Our modern cloud-based architecture easily integrates with project management, master scheduling, financial and job site IoT solutions to allow contractors to Build More.

We are a venture-backed firm headquartered in Denver CO with teams in Sydney, Melbourne and Queensland, Australia.

What does customer success look like at Assignar?

Assignar is looking for a customer success manager who can own the entire post-sales success process (including first-line technical support for new users) to grow the business and support our large customer presence in New South Wales.

Our customers are central to our business and we’re looking for a customer success superstar who can own the entire post-sales relationship, including onboarding, ongoing retention, and increased product usage. Through ‘kick-off’ calls, face-to-face training sessions, email conversations and webinars with new customers, you’ll build strong relationships that persist through the customers’ lifecycle. You’ll be the first point of contact for all of our customers, acting as the face of our business and assisting them with any needs or problems that require solving.

As a technology firm, we’re obsessive about numbers, and customer success plays a key role in what we measure internally. The customer success manager will own all increased product adoption, churn, case studies and referrals. Our customer success team is not incentivised by numbers, however, remuneration is based on customer satisfaction, health scores, NPS scores and case studies.

You’ll work closely with teams from across the organization, helping to advocate on behalf of our customers to all of our teams. You’ll be responsible for making everybody else aware of their challenges, needs and concerns, whether that’s providing input on a new feature for the product team or offering feedback on the latest campaign to the marketing team.

Customers are at the heart of everything we do, and our organizational structure reflects that — you’ll report directly to our Director of Customer Success.

Required Skill

  • Experience - 4-5 years experience in a professional environment dealing with training, onboarding and problem solving for customers.
  • Project management background with the ability to drive change through the customer's business.
  • Customer first mentality - In order to adopt this mentality full, CSMs will need to get to know their customers unlike anybody else, becoming trusted advisors that customers see as true partners.
  • Business savvy - To get close to customers, our CSMs need to understand them — in particular, the mechanics of their business. Taking the time to understand the desired outcomes is essential.
  • Analytical - Our business runs on numbers, we are looking for someone who is comfortable in that world.
  • Tech Savvy - Understand how Saas platforms operate and a general understanding of the tech environment our customers are working in is vital to gaining adoption.
  • High EQ - More than anything a CSMs role is about people! Your fundamental job is to build relationships with customers; remaining calm, having patience and showing attentiveness.

Desirable Skills

  • Experience working with Engineering teams, Sales, and Product Managers
  • Knowledge of the construction industry or business operational workflows is highly desired
  • Project management background with good organisational skills and team management ability
  • Excellent written communication skills with the ability to explain complex topics in easily understood, concise language [English]
  • A genuine enjoyment of technology
  • Outstanding time management skills
  • You will need to be confident in speaking to business owners & field-based workers about their business, operations and work activities