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Customer Success Manager at Accelo

in Wollongong, NSW

Job description

Do you get a kick out of helping clients and providing top-notch customer service? As a Customer Success Manager, you will be the trusted advisor for customers adopting and continuing service with Accelo.

 

Accelo is a SaaS business automation tool for SMB professional services organisation. We help small, medium business get back to the work that they love. At Accelo, we thrive on creating a fun, productive, and comfortable work environment. We play hard and work hard - after all, it’s a start up!  If you can handle a ping-pong paddle, enjoy working in a collaborative environment and want to take part in our Friday lunch parties, then we want to meet you.

 

As our Customer Success Department continues its’ growth - we’re looking for our first Customer Success Manager to join our Wollongong Team! This position is directly responsible for customer longevity and happiness, which means you need to be a natural people person who isn't afraid to get creative to solve customer challenges.

 

Responsibilities:

  • Operate as the lead point of contact for any and all matters specific to assigned set of clients post implementation
  • Build and maintain strong, long-lasting client relationships that result in customer delight and participation in case studies
  • Develop a trusted advisor relationship with key customer stakeholders and executive sponsors in addition to product end-users
  • Ensure the timely and successful delivery of our solutions according to customer needs and
  • objectives
  • Act as point of escalation and assist with high severity requests
  • Coordinate the involvement of company personnel, including support, engineering, and management resources, in order to meet account performance objectives and customers’ expectations.
  • Collect and monitor general product and service feedback
  • Engage in regular client outreach, both general and targeted
  • Conduct QBR’s, surface account expansion opportunities and mitigate churn
  • Assist with offline administrative work including contracts renewals and client onboarding
  • Work with our product and implementation teams to improve our support library
  • Connect and manage relationships with clients and our certified partners
  • Use consultative approach to recommend best practices and up-sell

You need to have:

  • 2-3 years of experience in a client-facing role in a technology company
  • Excellent phone presence, patience, and friendly demeanor
  • Excellent written and verbal communication skills
  • Strong desire to help and bring smiles to customers’ faces
  • A knack for working well with a wide range of people, both internally and externally.
  • Ability to convey complex concepts to people with varying levels of comfort and experience with technology
  • The ability to manage complicated accounts by successfully interfacing with everybody from the technical contacts to the C-level executives
  • A true passion for helping others learn and adopt a robust professional services automation platform

Desired Skills:

  • Loads of initiative and ability to work autonomously
  • Team player with a positive attitude, high intuition, and sense of humour
  • Able to work under pressure in a fast-paced startup environment
  • Be highly analytical and have a track record for improving the processes and organisations around you.
  • Strong time management skills, attention to detail and follow-up
  • Passion and commitment for customer success
  • Strong technical aptitude
  • Ability to sell both an application and deployment of a platform
  • Ability to maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, collaborative, and team-oriented environment

Bonus points if you:

  • Experience reporting into and working with a remote team
  • Consistent over-achievement in past positions
  • College degree in related field and/or equivalent experience and education
  • Have experience supporting a SaaS product (so you already know the importance of retention and customer success to reduce churn).
  • Prior experience in a customer-facing role working with high-growth technology companies
  • Have experience working in a professional services context (our clients are all professional service business owners/managers, so if you can honestly say things like "when I used to work at agency X" or "at my time at consulting firm Y".

Why working here is F*&!#@N awesome!

  • Competitive salary
  • All day self serve espresso and drip coffee using locally sourced beans
  • Focus on self development
  • Work side by side with a great team of designers, testers and developers
  • A lot of fun! Nerf gun wars, office dogs (Chico & Cedric!), catered Friday lunches and more
  • A fun, creative and collaborative work environment with playful yet hyper-motivated peers.
  • Brand new office space 2 minutes walk to Wollongong central, complete with massive kitchen, stocked pantry, ping pong table, dart board and great city and escarpment views.
  • Like to take a peek into our office? This short video will give you a bit of glimpse: www.youtube.com/watch?v=FT80sGIxFh0
  • Accelo is committed to hiring a diverse workforce as it helps us make better decisions, succeed faster, and better serve our global clients (15+ Nationalities)!  

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