Customer Success Manager - Infrastructure at Willow

Engagements, Full-Time, Perth perth support full-time
Posted 21 days ago

Founded in 2017, Willow is a global technology start-up. The WillowTwin™ is a disruptive IoT/Data SaaS that unlocks the true potential of smart buildings and infrastructure. We are writing a new chapter in human history, with unprecedented resource optimisation and management empowered by data. 
Recently Ranked in Linked In's 2020 Australian "Top 10 Start-ups", you will be joining a team of performance-driven individuals, backed by the most advanced technology the built world has ever seen. We are chartering a new course, Digital First, the Willow Way. Our 'Willow World' is fast-paced, nurturing and collaborative.

Summary of Role:
We are growing our team and looking for an experienced Customer Success Manager to work across our Rail and Mining customers. You will be the primary contact for our strategic existing customers across Australia, managing day-to-day conversations with users of Willow’s software, translating their feedback into a better overall experience.  You will walk a mile in our customer’s shoes, supporting from the point of onboarding and training, and helping to solve their business challenges with Willow’s suite of products and services.

Role & Responsibilities:

  • The Customer Success Manager will create and execute strategic customer plans, identifying areas where existing customers could unlock new value from our solutions. You will gather customer feedback and requests while working with internal teams to help align customer adoption with our product roadmap. You will work with a diverse, collaborative and high-performing team of sales professionals, product managers, software engineers and SME's in rail engineering, bringing your passion and understanding of technology to improve outcomes for our customers.
  • Empathize with every aspect of the customer experience, putting customers’ needs first
  • Guide and coach customers with a dedicated customer success process
  • Travel and meet with customers onsite to discover and understand their needs and help them develop a WillowTwin  onboarding process
  • Train and guide customers to be product experts and train their teams on Willow methodologies so they become increasingly self-sufficient
  • Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty
  • Identify common customer challenges and actively suggest better solutions
  • Partner with Willow's Sales leaders to help them be more effective with new and existing customers
  • Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers. Focus will be on growing new customers and Annual Recurring revenue.
  • Help to create customer onboarding assets and work with product marketing to refine existing and create materials that help users get the most value out of our software
  • Manage the team to conduct periodic customer health-checks and review customer health scores with an emphasis on customers’ success
  • Monitor and identify adoption, maturity and growth trends for the team and customers to inform customer and business strategy
  • Help drive customer references, case studies and create raving fans
  • Key Skills & Experience Required:

  • 5+ years of relevant experience in customer-facing customer success, account management or strategic consulting organization. SaaS experience a benefit
  • Outstanding written and verbal communication skills with team members and audience of all levels.
  • Proactive interest to increase customer satisfaction and deepen customer relationships
  • Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
  • Strong interpersonal skills and experience building strong internal and external relationships
  • Consistent track record of highly professional customer service in a fast-paced, dynamic environment
  • Diplomacy, tact, and poise under pressure when working through customer issues.
  • Bachelor’s Degree in Business and/or Engineering a plus
  • If you are eager to work in a fast-paced, high growth tech start-up based on collaboration and open communication, then Willow could be the place for you. We at Willow never give up, we work smart, we care about our fellow human beings, and we always put our best foot forward.

    Willow is proudly diverse. We work to create an equitable and inclusive experience for candidates and employees, where people from different backgrounds have an opportunity to succeed. Join us in our mission to digitise the built world!

    To find out more, visit the website: