Customer Success Manager(Australia)
Perkbox, Australia
Job Description
About us
Our mission is to help employees live better, in life and at work.
We’re an ambitious, fast-paced scale up where things change all the time. The success of our mission depends on your high expectations, your autonomy and your proactivity. We don’t have a rule book and that’s why we always strive to work better together. We’re up for a challenge to solve problems that are bigger than us, and we promise you one thing for sure - you will never stop growing here.
Headquartered in London, Perkbox launched in Australia in 2019 and has successfully grown the operation to serve over 350 Australian customers. Based in Sydney, Perkbox has built a small lean team of Sales, Partnerships, Marketing and Customer Success people, focused on doing a great job for customers and their employees.
About the role
As a Customer Success Manager, you will be responsible for managing a portfolio of accounts across a range of industries and sizes to ensure that they receive the best value from our products.
Using your industry knowledge, innovation and ability to influence key stakeholders, you will work closely with your customers to ensure retention, growth and advocacy of Perkbox. As well as actively educating and advising accounts within your portfolio, you will deliver business revenue, meet churn targets, and increase NPS through securing renewals, communicating at regular touch points throughout their lifecycle, and strategic relationship management.
The goal of the Customer Success team is to build strategic customer relationships with our largest customers, to protect revenue, and use our new product and value proposition to grow our position as the market leader in employee experience.
Key Responsibilities:
- Maintain your portfolio’s revenue through churn mitigation strategies and customer lifecycle management, maximising Net Dollar Retention (NDR)
- Increase Net Promoter Score (NPS) by building strategic customer relationships, adding value, and resolving issues in a timely manner
- Protect, nurture, and deliver exceptional service to all high growth accounts - use our new product and value proposition to ensure we are seen as a must have in this key segment
- Drive revenue growth by leveraging add ons and secure multi-year deals at point of renewal to increase the lifetime value
- Strategise and roll out successful win back strategies for high value accounts in order to protect revenue
- Influencing customers by providing guidance, support and reporting to ensure the successful onboarding and embedding the product according to customer objectives
- Ensure regular communication with key stakeholders in order to educate and share industry knowledge and product updates to ensure maximum value is delivered to the customer
- Proactively identify and analyse trends across customer data and provide relevant reporting to influence communication and engagement strategies
- Be a reliable point of contact and brand ambassador for Perkbox and its products in order to provide user and administrative support
Requirements
You will be someone who is:
- Driven - ambitious to achieve goals and grow
- Adaptable - in adopting new tools, systems and processes quickly
- Customer Focused - solving problems and anticipating customer needs
- Disciplined - able to prioritise and organise tasks
- Confident - in all communication, written and verbal
- Proactive - able to take initiative
- Analytical - data driven and can identify key trends
- Strategic - work smarter, not harder
- Team player - working collectively to learn and support success
You will also need:
- Demonstrated experience in customer facing roles (ideally Relationship management/ Account Management) leading to upsells and renewals
- Ability to influence key stakeholders through negotiation, collaboration and creative problem solving
- Excellent organisational, communication and interpersonal skills, and desire to work cross-functionally to solve problems
- Evidence of strong analytical and process oriented mindset, with experience in CRM and office analytics a bonus
- Team oriented with a hunger to personally overachieve and overcome challenges collaboratively
- Ability to understand the ‘bigger picture’ and provide industry knowledge and data to develop strategy and drive revenue
Benefits
- 25 days holiday + birthday leave (based on a full time working week)
- All the perks on the Perkbox platform!
- Working within a vibrant collaborative culture, flexibly and office-based
- Personal Learning budget each year for anything work-related
- 24/7 confidential employee assistance helpline
- Enhanced sick amp