Customer Success Manager at Weel

Sales, Full time, Sydney, New South Wales sydney sales support full-time
Posted a month ago

As a Customer Success Manager at Weel, you will create exceptional experiences and sustained value for Weel customers by acting as their technical and trusted advisor and advocate from post-sale through renewal and beyond. You will guide them through the journey of meeting and exceeding their ROI goals and drive strong adoption of the Weel platform.

You will drive customer retention and growth, support product onboarding, serve as the voice of the customer, and manage risk and opportunities/threats. You will also use data to monitor customer engagement and coordinate cross-functional teams under common goals and objectives.

A day in the life…

- Lead the onboarding process for new customers by understanding customer needs, facilitating Weel product onboarding, and establishing a governance framework to manage/monitor ongoing interactions
- Support the customer through the organisational change by ensuring effective user training and business process alignment towards user adoption
- Establish and maintain strong, long-term relationships with customers
- Identify opportunities for upselling and cross-selling Weel products and work with the sales team to maximise account growth and revenue
- Proactively manage customer renewals and ensure high retention rates, working to prevent customer churn including awareness of how to navigate champions, influencers, blockers, decision makers and buyers
- Monitor customer access metrics and KPIs, including usage statistics and user engagement and report on progress via business reviews and governance meetings
- Gather and relay customer feedback to the product development team for continuous product improvement
- Encourage and facilitate customer advocacy by identifying success stories, case studies and references that can be shared within the community 

Skills we’d love you to bring along
- 2-5 years of experience in a sales role (Implementation Specialist, Customer Success Manager, Account Manager, Account Executive etc)
- Proven experience in achieving and exceeding customer retention and sales targets
- Strong technical and communication skills both written and verbal; demonstrating diplomacy, tact and poise when working through customer issues and escalations
- Experience supporting other SaaS applications within accounting integration apps - Xero, Netsuite, MYOB
- Ability to analyse existing processes and make data-driven recommendations around system improvements and more efficient processes
- Quick tech learner, with experience in training, teaching and guiding customers through a technical process.