Customer Success Manager - Greater Melbourne And Inner Regions

Company: ClubSpark
Your Application: You have not applied yet
Location: Greater Melbourne And Inner Regions , Australia
Allows working from home: Yes
Employer Email:
JOB DESCRIPTION
Requirements:
- Bachelor's Degree (or equivalent experience)

- Minimum of 3 years of experience in customer success within a SaaS environment (or comparable environment)

- At least 3 years experience in a customer facing role

- Customer centric attitude, always willing to help and finds IT easy to build relationships. Takes personal pride in and responsibility for the success and satisfaction of their customers.

- Commercially savvy. Always thinking about how to add greater value in customer relationships.

- General knowledge or experience in direct sales / marketing (B2B or B2C)

- Brings a positive, collaborative, team-oriented attitude.

- Embraces technology and platforms. Able to understand and articulate technical concepts & solutions at a high-level as well as at a tactical/functional level.

- Excellent communicator. Excels in written, phone, and in-person communications. Enjoys presenting and meeting new people.

- Analytical thinker. Uses data and insights to drive plans and actions.

Great if you also have

- Interest in or previous experience of working in Sports domain

- Previous experience of working across a global company

- Previous experience working in a Tech startup environment
Responsibilities:
- Establish and maintain outstanding customer support practices

- Build and maintain excellent relationships with our key APAC customers, driving a consistent customer experience

- Develop, implement and manage procedures that optimise the customer experience

- Ensure partners and customers are receiving quality support, leading to a first class product experience

- Work with colleagues in marketing to plan and execute product launches, general releases and feature focused training sessions

- Establish and maintain expert user groups to improve end customer experience

- Contribute to overall success of our customers, including onboarding, configuration, product adoption, retention and growth.

- Lead and support our customers as the region's product expert

- Become the region's leading expert of the ClubSpark platform

- Develop a deep understanding of our customers and how they engage with the ClubSpark platform

- Provide basic technical support to partners and customers where applicable, or work with the relevant teams to learn and understand use cases and impacts to communicate this to the partners and customers

- Provide training
to customers and their stakeholders

- Educate customers on the flexibility and capabilities of the platform to grow the usage of ClubSpark within the region

- Coordinate closely with the Product and Project Management Team's to ensure successful delivery of projects and new feature updates

- Escalate opportunities, challenges and roadblocks to internal stakeholders, coordinating a cross-functional effort to ensure timely attention to key activities

- Be the go to person for our APAC customers, enabling them to jump on opportunities and deal with challenges

Increase our customers engagement with the platform

- Combining partner strategies and feedback, customer insights and subject matter expertise, analyse and identify best practice, and areas of further engagement with our partners

- Work with partners to determine the best way to use the ClubSpark product in the local market based on the business needs and strategies

- Identify opportunities to leverage in the sporting calendar to drive engagement of the ClubSpark platform

- Empower our customers to achieve their goals by leveraging solutions in our platform, while increasing usage and adoption rates

- Ensure our customers derive business value from the ClubSpark platform and are able to clearly quantify this to their internal stakeholders

- Monitor customers- KPIs to drive the usage of our platform

- Objectively communicate customers- needs to the Product team and help shape our product roadmap

- Devise and manage annual plans for each of our key APAC customers, including communicating priorities throughout our business
Benefits:
- Competitive Salary (dependent on experience), 26 days paid annual leave / superannuation 9.5% of salary / Life assurance / Opportunities to grow and learn

- Remote working / flexible working options (happy to talk flexible working!)

- Join a friendly and committed team who value growth, effort, health and having fun!


JOB TYPE
Work Day: Full Time
Employment type: Permanent Job
Salary: Negotiable
Positions available: 1


JOB REQUIREMENTS
Minimal experience: 3 years
Minimum required education: Universitario Graduado
Gender: Indistinct
Computer skills: SAAS
- Availability to travel and work outside the city



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