Technical Customer Success Manager at Skedulo

Computer Software, Customer Service, Full-time, Brisbane, Queensland, Australia brisbane support full-time
Description
Posted 1 months ago

Skedulo is hiring a Customer Success Manager to work in our Brisbane or Sydney offices (or fully remotely) as part of our Customer Success team. The Customer Success Manager role owns the on-going relationship with the Customer and is highly involved in their on-boarding after purchasing our product. This role is the critical front-line link between our Customers, Engineering, Technical Support and Project Delivery to ensure our Customer's are successful and gaining the benefits they anticipated from implementing Skedulo.

Key objectives and responsibilities include:

  • Onboarding of new customers to Skedulo
  • Help customers install the Skedulo application in their Salesforce environment.
  • Assist with initial creation of data to get them up and running, or suggest methods of data import to have core data setup and ready to use.
  • Assist with a guided trial or walk-through of the product/app to ensure they are comfortable with the basic functionality.
  • Help the customer further define any integration points with existing business process in their Salesforce Org.
  • Assist the customer with documentation, training and support as they on-board their mobile workforce / team.
  • Direct the customer through the various methods of product support etc. (how to raise an issue/case, where they can access support documentation etc).
  • Travel to customers to offer training and go-live support on site
  • Ensure Current Customers Continued Success
  • Manage a portfolio of accounts
  • Engage regularly with existing customers and ensure they are supported through the Skedulo Customer Success Program.
  • Develop success plans for customers that outline their critical success factors, metrics for success, potential issues and provide recommendations.
  • Ensure that all customers within the AU territory gain maximum value from their investment in Skedulo.
  • Closely monitor adoption rates of assigned accounts
  • Through education, coaching and strong influencing skills, minimise customer churn.
  • Responsible for maintaining and growing utilisation of Skedulo solutions across your assigned customers.
  • Develop a network of advocates within each Skedulo customer account.
  • Keep customers informed of the latest product releases from Skedulo relevant to their business.
  • Internal Product and Team Communication
  • Act as liaison between product management, technical support and the customer for instances where escalation of critical product issues are required.
  • Develop a complete understanding of the Skedulo products and working knowledge of complementary products and services.
  • Work closely with the Skedulo Delivery (professional services) team when a customer onboarding involves a Custom Project to support the implementation, and be part of the Project Team in relation to customer train the trainer and product adoption advice and best practices.
  • Work collaboratively with Account Executives (AE’s) who are responsible for driving revenue opportunities across a diverse account base through uncovering new business opportunities within the install base.
  • Ensure a seamless experience for the customer during the hand off between sales through on-boarding into consulting.
  • Work collaborate with marketing and PR teams on building customer reference-ability.

Requirements

Required Skills

  • At least 3+ year's previous experience directly engaging with customer accounts or managing projects
  • Experience demo'ing products to stakeholders or customers
  • Proven ability to learn new products quickly
  • Experience managing customer expectations
  • Demonstrated ability to listen to use cases, advise possible solutions based on system/product knowledge
  • Experience configuring software as part of implementation
  • Delivery of Training in person and online
  • Approachable personality
  • Self starter
  • Excellent written and spoken English.
  • Great communication skills are a must.
  • A strong teamwork ethic is essential.
  • Enjoy problem solving while learning, developing and applying new skills along the way.

Highly Desirable Skills

  • First-hand experience working within Australian Healthcare industry
  • Customer Success experience
  • Administrator knowledge of Salesforce
  • Track record liaising with product/engineering
  • Experience with Exec level stakeholders
  • Project Management Experience
  • Knowledge of the Atlassian Suite, JIRA, Confluence and Zendesk

Benefits

  • Fun, creative and fast-paced working environment
  • Kitchen stocked with snacks & drinks (if you're in an office location such as Brisbane or Sydney)
  • Awesome team to work with
  • Working for a company experiencing great growth