Customer Success Manager at Willow

Real Estate, Full-Time, Sydney sydney support full-time
Posted 2 months ago

Founded in 2011, Willow is a global technology start up moving rapidly into it's next stage of growth. We are harnessing the true potential of data to transform disconnected built assets into living, learning, and evolving digital twins.
Ranked in Linked In's 2018 Australian "Top 25 Startups", 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.

We are looking for an experienced Customer Success Manager to focus on our Real Estate vertical. You will be the primary contact for our strategic customers across Australia, managing day-to-day conversations with users of Willow’s software, and 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.

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 and software engineers, bringing your passion and understanding of cloud and data focused technology to improve outcomes for our customers. 

Key Accountabilities:

  • Present Willow’s offering via a deep knowledge of the industry and problem being solved
  • Obtain a detailed understanding of the customers pain points which Willow’s solution will address
  • Understand the detailed needs of each of the end users and benefactors of the offering
  • Work with the customer to define, refine, document, and measure against project success measures
  • Provide highly active customer communication that proactively mitigates dis-satisfaction and ensure success
  • Ensure a high degree of product uptake, use, and functionality across each account
  • Train and educate new users and stakeholders across the account in the offering and companies’ capabilities
  • Monitor product usage real time, develop and deploy mitigation strategies to address any decline or dissatisfaction in product use
  • Perform the role of Customer Advocate inside Willow
  • Be responsible for the customers renewal and account renewal
  • Educate the customer on the companies product roadmap and look for areas to expand the Willow offering and increase the usability and adoption of the product
  • The ideal candidate will possess:

  • 5+ years of experience in a customer success or account management role with a Saas focus and knowledge of Real Estate networks and operations, ie Facilities Management, Property Management, Energy Management, Sustainability Management, Building Operations
  • 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.
    Together we can build a brighter future for the built world - A world of curated journeys and personalised experiences.

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