Customer Success Manager
We are seeking an experienced Customer Success Manager hat loves to leverage data and relationships to provide increasing value to our customers
Summary about this job
Account & Relationship Management
Company: Kronos
Location: Sydney
Work type: Full Time
Salary: n\a
Phone: +61-7-2232-6111
Fax: +61-7-5227-1692
E-mail: n\a
Site: n\a
Detail information about job Customer Success Manager. Terms and conditions vacancy
We are seeking an experienced Customer Success Manager with a proven track record of being customer-focused, operationally excellent, and a critical thinker that loves to leverage data and relationships to provide increasing value to our customer to achieve their business goals and objectives.
Responsibilities:
• Be the key advocate for your customer portfolio with a focus on increasing adoption, ensuring retention and satisfaction and reducing churn.
• Establish and maintain mutually beneficial relationships with the customer executive sponsors as well as key roles in the organization to gain a 360-degree view of the customer’s use cases, satisfaction, and value perceived from Kronos.
• Gain and maintain knowledge of the customer's key business objectives and provide valuable insight into how to use the Kronos suite of products and services to achieve those goals
• Develop and collaboratively monitor success plans that outline customer’s business goals and objectives
• Provide and collaborate with the customer on the attainment of objectives driving higher adoption and value of the tools
• Provide guidance and best practice identifying optimization opportunities specific to the customer's industry.
• Monitor and track customer health through data-based health scores and the information that you can obtain through relationships with the customer. Leverage this information to openly discuss and mitigate risks, as well as capitalize on areas to increase advocacy
• Advocate for and represent the customer’s interests to all areas of Kronos. Proactively identify and suggest resolutions for any customer issues as they arise.
• Understand, discuss and measure return on investment based on products currently leveraged and act as the customer’s trusted advisor on how to continually improve upon that.
• Prepare and conduct regular Executive Business Reviews with customers in your portfolio, including relevant content and participants to help advance the customer’s business goals and objectives
• Engage the appropriate resources around Kronos to assist the customer with:
• Staying abreast of product enhancements and roadmaps, and continually integrating into appropriate customer success plans
• Driving product adoption and ensuring that customers in your portfolio leverage and adopt new features and functionality
• Assessing the customer’s placement on the workforce maturity curve, and advocate for plans to elevate the customer on the curve.
Qualifications
• Customer Success or Client Relationship Management or Account Management experience
• Cloud computing, hosting, and/or SaaS environments experience
• Extensive professional experience in establishing and cultivating long-term customer relationships
• Excellent written, verbal and presentation communication skills
• Proven track record of thought leadership and influence
• Highly motivated self-started who understands and values a team environment
• Experience working with senior and executive management as well as front-line leadership teams
• Workforce Management experience is preferred
• Willingness to travel up to 25%
What We’re Offering in Return:
• Competitive compensation package
• Medical insurance
• Superannuation
• Childcare assistance
• Scholarship program
• Tuition fee reimbursement
• Employee assistance program