Expedo - Customer Success Manager
PACC, Australia
Job Description
Customer Success Manager
Expedo is an innovative SaaS HR suite that is revolutionising workforce management functions within a single, feature-rich, user-centric cloud platform. Leveraging legally endorsed onboarding workflows, a world-class timesheet-to-bill engine and robust in-country payroll management capabilities, Expedo empowers business performance and optimises critical operational processes.
We work hard, and we’re serious about what we do but we like to have fun, too. Simply put, we thrive on building great technology with an exceptional customer experience that creates tangible value for our customers.
About the role:
The Customer Success team are tasked with ensuring that every customer has a highly successful relationship with Expedo. This is driven by an ambition to continually improve the customer and product experience. Our customer success managers participate early in the sales process, facilitate exceptional onboarding, drive adoption and ensure the highest levels of ongoing customer service.
This role entails developing the actual ‘success’ part of delivering our customer experience. We are looking for a team player who is ready to get their hands dirty and onboard our larger customers, coach and mentor new members of the Customer Success team, and report on key analytics to drive continual improvements in the Customer Experience.
Key Responsibilities:
• Partner with a portfolio of our larger customers through the full customer lifecycle, across the ANZ/APAC region, to ensure they realise the full value of their investment
• Manage the onboarding of new Expedo customers with a focus on accelerating their time to value and helping them achieve their desired business outcomes
• Identify initiatives to manage and improve customer satisfaction, as well as encourage adoption and growth• As the Voice of Customer, lead the feedback process for Expedo customers to ensure constant and valuable customer input is available to the product team
• Lead by example to help build, coach and mentor Customer Success team
• Conduct regular customer check-ins, business reviews (QBRs/EBRs), webinars and training
• Handle and resolve customer requests, incidents, and escalations
Requirements:
• 4+ years of Customer Success experience (or similar) ideally in SaaS/technology industry
• Experience with Human Resources and/or Payroll solutions is highly desirable
• Comfortable in a SaaS start-up/high-growth environment with ability to multi-task, troubleshoot and help the team evolve as we grow
• Experience with a diverse customer portfolio in the mid-market, setting customer expectations and managing competing demands and priorities
• Service-oriented ethos with strong business mindset and ability to create strategic plans
• Experience with CRM (HubSpot) and Customer Success applications is advantageous