Industry Success Manager at Flare HR

Customer Experience, Sydney sydney
Posted a month ago

We are looking for an experienced and ambitious Industry Success Manager to join our growing Customer Experience team! 

As a Industry Success Manager, you will deeply understand and care for our recruiting and labour hire customers and their business needs. You will be critical in creating advocacy among these specific customers and do so by proactively maintaining your relationship with them, resolving their issues, being their evergreen source of knowledge and continuous analysis to learn and relearn your customers, the recruiting and labour hire industry, and what matters most to them. 

If you are a go-getter with a proven track record of executing in a fast-paced environment, we have the perfect job for you!

What You’ll Impact Day To Day

  • Understand the recruiting and labour hire customer base by proactively communicating, analysing metrics and gather additional feedback
  • Partner with Sales, Product, CX and it’s sub-teams to support new and existing customers
  • Collaborate closely with Sales and Customer Experience to support early adopters and expansion opportunities
  • Identify, anticipate and communicate any insights or issues preventing customer success
  • Execution of long-term customer engagement strategy and check-ins, using these to identify how we can unlock upsell and new feature adoption
  • Being up to date in any industry changes and management of these changes to the customer, gaining feedback and insights and sharing it back to the business
  • Documentation and distribution of customer success stories with wider customer group
  • Using data, build reports on the customer, sharing insights and action items with wider business
  • Develop customer insights and low engagement initiatives
  • Being the main point of contact between the company and a number of key accounts

What You Bring To The Table

In addition to being awesome, down to earth, having a great sense of humour, and a strong desire to continually master your craft, you also bring:

  • Proven track record of working in the recruiting and/or labour hire industry
  • Bonus points for working in a in a fast-paced, tech or start-up environment
  • Extra bonus points for experience in building an industry specific engagement program
  • Strong analytical skills, with the ability to translate data into actionable insights
  • Clear, concise communicator - both written and verbal
  • Experience building and maintaining relationships, while working to mitigate loss/risk and drive engagement
  • Ability to use your knowledge and client understanding to influence others to achieve the best outcomes for Flare and its customers
  • Proven ability to create processes and structure around new internal initiatives
  • Comfortable working in a fast-paced, changing environment -- we wear many hats in a dynamic environment
  • Empathy and consideration for all ideas and suggestions when deriving the best solutions and outcomes for clients

About Flare

Flare is a Sydney-based fintech. We build market-leading onboarding, benefits and employee engagement solutions for the workplace, and financial products designed to help Australians live their best financial lives. Over 2500 companies use Flare’s technology to save time, build culture and improve employee retention for their 650,000 workers. Employees can access these solutions through Flare and most leading HR and payroll platforms, and directly through Slate, an innovative workplace financial services brand that helps Australians plan for a secure future