Customer Success Manager

Hiring in Brisbane, Canberra, Sydney and Melbourne.

Who We Are Looking For

We need a team player who can work with our customers to help them be successful with SignOnSite. Experienced in building relationships and understanding the change process, your winning formula is your desire to partner with our customers to help make sites safer.

Who We Are

SignOnSite is an Australian SaaS company, with staff across Brisbane, Perth, Sydney, Canberra and Melbourne. We turn the site attendance process into a genuine engagement with safety, and a real-time data point for managers. It's a safety platform that embeds a culture of safety through daily engagement, real-time data & communication; while also giving construction companies real-time data of their sites.

SignOnSites Customer Success team engages our customers to drive adoption and demonstrate ongoing value. This critical function is responsible for onboarding new customers by engaging leadership teams in the launch, driving ongoing adoption, and managing renewals. It works with the rest of the SignOnSite organisation to uncover new ways to improve our product and make construction sites safer every day.

What Youll Do

  • Understand customer outcomes by communicating with customers, analysing customer health metrics, running NPS and gathering other feedback.

  • Drive retention and growth among our customers by understanding their business needs and helping them succeed

  • Represent the voice of the customer to provide input into every core product, marketing and sales process

  • Collaborate closely with team members support renewals and expansion opportunities

  • Serve as the primary contact for the onboarding of new customers

  • Collaborate with the engineering and development team to set up or configure our software platform as per customers requirements and troubleshoot technical issues raised by customers

  • Gauge customers levels of engagement with the company and provide feedback to the other teams regarding product and service improvements

  • Provide insights to customers to ensure that they get the most out of the platform to help grow our customer base

What Were Looking For

Experience

  • 2+ years in a Customer Success, Relationship Management, Account Management, or similar role

  • Knowledge of the construction industry or business operational workflows is highly desired

  • Exceptional communication skills, highly organized, collaborative and detail-oriented

  • Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals

  • Empathetic, positive attitude with a desire to help our customers reach their goals

Skills

  • Results-driven mentality, with a bias for speed and action

  • Strong analytical skills, with the ability to translate data into insights. Experience with Excel preferred

  • Experience working with, and managing, stakeholders and customers

  • Comfort in a startup environment; we move quickly and wear many hats in a dynamic environment

  • Experience working with cross-functional teams (e.g. Sales, Product, Support)

Interested

This position is open to applicants is Brisbane, Sydney, Canberra and Melbourne.

25/11/2019 $0 CBD, Inner West & Eastern Suburbs 1 Sales
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