Customer Success Consultant - Perm

Melbourne, Victoria, Australia

Join the Customer Success Team as a Superstar Consultant!


My client is a mobile-first digital workplace platform built to enable employers to better communicate with their hourly workers, enhance employee self-service and improve the customer experience through a more motivated and engaged staff.


For employees, this product delivers more control over their schedule providing improved work-life balance, as well as the opportunity to develop skills and maximize their economic well-being.


As a consultant, your mission is to provide strategic support and guidance, helping my client achieve their productivity and engagement goals in the Digital Workplace.


What You'll Be Doing

  • Collaborate with the Customer Success Manager as your trusty sidekick to lead strategic customer success programs and activities. Build positive business relationships with my client and their leadership, becoming their ultimate ally.
  • Use your expert knowledge and skills to provide consultative services and engage in strategic growth discussions. Help my client unlock the full potential of the Digital Workplace across their organization and discover new value.
  • Support key projects and initiatives, acting as the go-to hero for assistance escalation management. Bring fresh ideas, knowledge of the latest functionality, and exciting possibilities to my client, uncovering new avenues for revenue growth.
  • Assist in managing customer feature requests, tracking renewals, and conducting periodic health checks. Take the lead in governance meetings, quarterly business reviews, customer webinars, and events. Keep a watchful eye on customer activities and KPIs, reporting regularly to ensure their success.
  • Through your in-depth knowledge of the Digital Workplace and exceptional customer management skills, become a trusted advisor and advocate for my client. Forge long-lasting relationships, earning their trust and support.
  • Join forces with the sales and professional services teams, sharing your domain expertise during discussions with prospects and customer implementations.


Your Responsibilities Include

  • Operationalize and project manage customer-wide Customer Success program activities and other initiatives as directed by the Customer Success Manager. You'll be the driving force behind success.
  • Dive deep into my client's business, understanding their needs, and identifying tailored solutions to address them. Your superpowers will make a real difference.
  • Enlighten my client with the most impactful ways to utilize the Digital Workplace, enabling them to achieve their desired business outcomes. Empower them with knowledge.
  • Provide support for customer escalations using our Support portal, working closely with the support team to resolve any challenges my client may face. You're their ultimate problem-solving hero.
  • Take the lead in customer executive governance meetings and quarterly business review processes. Show off your leadership skills.
  • Proactively monitor usage and consult with my client to enhance their utilization of the Digital Workplace.
  • Continuously ensure customer satisfaction by gathering feedback and contributing to the product roadmap. Your insights will shape the future.
  • Actively participate in customer events, advisory board meetings, and webinars.
  • Uncover new opportunities for revenue expansion with existing clients and support the sales team in their quest for success.
  • Support sales opportunities and service implementations by providing your domain expertise and sharing best practices.


What You'll Bring to This Position

  • Boundless energy, an abundance of ideas, and a customer-centric mindset.
  • Three or more years of proven experience in a customer management role or customer success experience.
  • Experience in product or service implementation. You're no stranger to delivering exceptional results.
  • Client-facing experience, whether in sales, support or a technology-related environment. You know how to make a lasting impression.
  • Excellent organizational, project management, and time management skills. You're the master of multitasking.
  • Strong interpersonal and communication skills, along with impeccable attention to detail. Your superpower is building connections.
  • Self-motivated and self-directed, able to take initiative and drive projects forward. Your determination is unwavering.
  • A commanding executive presence, including outstanding communication (oral and written) and presentation skills. You're a natural-born leader.
  • A problem-solving mindset, equipped with conflict resolution skills and the ability to follow through with partners. You fearlessly tackle any challenge.
  • Ambition and drive, thriving in a fast-paced and demanding environment. You're ready to conquer the world.
  • Flexibility to work remotely and outside normal hours when needed. You adapt to any situation.
  • A quick learner, problem solver, and team player. You're always ready to lend a helping hand wherever it's needed.
  • A bachelor's degree or equivalent experience in business or a related field. Your academic prowess is top-notch.
  • Ability to travel up to 10% of the time. You're always ready for an adventure.


Assets

  • Experience in workforce management, communications, human resources, scheduling, task management, or mobile technology.
  • Experience with the design and implementation of enterprise software solutions, with a preference for mobile solutions.
  • Consulting skills, including the ability to collaborate with clients and identify engagement opportunities.
  • Certifications such as Project Management Professional (PMP), CSM/PSM.


NB: This is a Hybrid working position. You will need to be Victoria based and happy to travel into the CBD office a couple of days a week.


APPLY NOW!

Up to $85,000 + Superannuation (based on experience level)

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