Customer Success Manager

About Us

Felix (ASX:FLX) is an exciting, high-growth technology company that is developing a best-in-class Enterprise SaaS platform and online marketplace for construction, infrastructure and related industries. Traditionally laggard industries, technology adoption is accelerating as these sectors look to software to increase productivity, reduce costs and manage risk. Felix is at the forefront of this industry change in the AUNZ market and is aiming to grow the platform into international markets in the near future.

 

The role

We are on the hunt for a Customer Success Manager to join our Enterprise team. 

Reporting to the Customer Success Manager Team Lead, you will own your own client portfolio. You will work cross functionally with a number of internal teams to retain clients. You will be the face of the company from implementation right through to renewals and expansion.

 

Responsible for

The Felix Customer Success Manager is responsible for ensuring that Felix customers understand, internalise and experience the value of Felix throughout their journey as a client. The overarching responsibility of a Customer Success Manager is to ensure the customer is engaged, educated and enabled to make the most of the product, and to reduce customer churn. A Customer Success Managers performance will be measured on customer engagement, customer satisfaction and renewal rate.

 

Responsibilities

  • Deeply understand our users, their goals, problems, journeys and jobs to be done. Be their voice and advocate, bringing focus and context across the whole organisation. 
  • Research the market and competition, drive strategic and tactical product decisions that help achieve the product-market fit. 
  • Maintain relationships, drive engagement and ensure customer satisfaction.
  • Work closely with the Enterprise Sales Team to add value during the pre sales stage.
  • Be an example and impression of the level of support that can be expected throughout the customer journey.
  • Work closely with the Project Implementation Team to ensure all action items are recorded and reported upon throughout the implementation and go-live stages.
  • Ensure customer onboarding, training and outstanding friction items are given the highest priority.
  • Develop and maintain a customer success management framework (CRM, reporting processes).
  • Drive engagement by identifying gaps in client use case, discover the barriers and implement training and plans of action to ensure the customer is recognising maximum value.
  • Document customer success team processes and procedures of the client lifecycle for the business.
  • Identify expansion opportunities and generate leads for the sales team.
  • Understand customer business challenges, goals and targets to benchmark Felix performance within an organisation.
  • Work with customers to seek publishable Product quotes and case studies.

 

Key skills

  • 2+ years experience in a similar role
  • A proactive, confident and collaborative approach to work 
  • A passion for bringing a new way of thinking 
  • Proficiency or ability to quickly grasp digital tools 
  • Demonstrated ability to juggle multiple company-wide goals and working with multiple teams at once 
  • Excels in communication, planning, time management, and executing activities alongside other business units 
  • Able to take direction, work with independence and confidence, and see the value in collaborating with a team.
  • You are a skilled communicator who can lead, empower and influence a diverse group of people from multidisciplinary backgrounds; you enjoy being a conduit of information and can efficiently break barriers between technical teams, clients, users and business stakeholders.

 

Benefits and Perks

  • Flexible working environment
  • Dedicated training budget 
  • Health and wellness initiatives
  • Employee Assistance Program
  • Fun company culture with team building activities 
  • Onsite parking 
  • Birthday leave and Felix Fridays

 

* The successful candidate will be required to provide an Australian Police Check prior to commencing employment

20/04/2021 $0 Brisbane 1 Sales
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