Senior Technical Customer Success Manager
Marketplacer, Australia
Job Description
Marketplacer is a global SaaS company which enables our customers to create all types of marketplaces. We are recognised as one of the world's leading providers of online marketplace software.
We are growing fast and need a Customer Onboarding Specialist who is passionate about delivering customer onboarding success stories that always delight.
As the Customer Onboarding Specialist, you will be responsible for the successful implementation of our customers' new website builds and the onboarding of the customer to the Marketplacer platform.
In this critical role, you will work closely with the Customer Success and Design teams and our customers, to ensure the site created meets their brief whilst exceeding their expectations, and delivered within the required timeframe. A collaborative approach is key as this role is expected to contribute ideas and initiate tactical improvements to the overall onboarding process.
Requirements
What you'll be doing:
- Resolving tier 1 technical issues for our customers (So experience dealing with level 1 support tickets is a must!)
- Building strong partnerships with customers, through their customer’s lifecycle
- Growing the customer lifetime value
- Defining success plans for the customer with key deliverables
- Driving successful execution of the customer's strategy and roadmap
- Growing user adoption and productivity
- Proactively engaging customers at risk
- Being the voice of the customer internally, sharing process improvements and best practices with the internal ecosystem
- Identifying growth opportunities through client expansion and product attachment to achieve revenue growth and profitability
About You
To succeed in the role, you will be able to effectively network with accounts from the C-level down whilst thriving in an entrepreneurial workplace.
- You are the ultimate communicator with the ability to effectively navigate and mediate conflict and foster joint partnership
- You have a passion for customer success
- You love process and maintain a high level of attention to detail
- You are self-motivated, team-oriented, very responsible, and focused on exceeding client expectations
- You love technology and the digital landscape
- You have the ability to prioritise, multi-task, and perform effectively under pressure
- Most importantly, you bring a contagious enthusiasm to work every day!
Key Skills and Qualifications
- Bachelor of Information Technology / Computer Science degree
- Minimum of 3 years as a Customer Success Manager in a SaaS or Startup
- Experience in technical support
- Strong consulting skills and proven results working as a trusted advisor to drive business value for clients or stakeholders
- Exceptional organisational, presentation, and communication skills, both verbal and written
- Proven effectiveness at leading and facilitating executive meetings and workshops
- Proven experience with account planning amp; customer success plans
Benefits
Apart from joining an enthusiastic team of like-minded people, as the Customer Success Technical Manager for Marketplacer, we can offer you:
- A culture of smart, fun and values driven people, where everybody’s voice matters
- Work flexible hours at home and we will supply you with a laptop, desk and chair if you need it.
- We do have super cool offices that are dog friendly for whenever that may make sense
- Plenty of autonomy and opportunity to grow
- A fast growing successful scale-up!
If you can make this role your own, then tell us why. Let us know what special skills you will bring to the team at Marketplacer!