ANZ Customer Success Manager

OTE $200,000, Be part of the Senior Management Team, Join a fast past global organisation.

Position Overview.

The ANZ Subscription Manager  will lead a team of ten customer service specialists. The successful applicant will be tasked to deliver best in class customer renewal rates and subscription billings objectives in line with the A2K FY 20 Operating plan across Australia and New Zealand.

The key objective of the role is to achieve benchmark renewal rates whilst maximizing  subscription GP margins across a portfolio of tier one product vendors including Autodesk, Microsoft and Adobe for our SMB, Mid-market and Enterprise customers. To deliver these results the ANZ Subscription Manager will work collaboratively with the Internal and Field sales teams, Vendors and customers.

The successful applicant will be accountable for a $30M annual renewal revenue budget. Renewal pipeline review, named customer deal management and renewal forecasting are key requirements of this position. The ANZ Subscription Manager  will work closely with the senior leadership team to develop and implement world class customer success plans, strategies and processes to drive nurture and adoption, retention rates as well as cross sell and upsell new business  opportunities.

It is critical to have strong leadership skills and employ managerial best practice to build an engaged, high performing team who exceed A2K's renewal objectives.



  • Accountable for the ANZ renewal rates and renewal revenue targets across all software vendors
  • Maximize renewal GP margins and truly understand the A2K customer value proposition
  • Define and constantly refine the customer renewal lifecycle (onboarding, adoption & retention)
  • Work closely with the Digital, Finance and Operations teams to develop and deploy strategies to move SMB customers to online, automated recurring billings
  • Renewal forecasting of the entire renewal pipeline including direct engagement and risk qualification in named subscription renewals
  • Responsible for Renewal sales pipeline reporting
  • Actively participate through preparing and presenting in Quarterly Business Reviews internally and with Tier one vendor partners
  • Developing annual subscription operating plans and execute the respective quarterly strategies and tactics
  • Author quarterly subscription renewal board reports to address progress against the annual operating plan
  • Drive team member enablement  and maintain a hands on approach to management
  • Identify, recruit and onboard talent into to the renewals team
  • Responsible for renewals team performance management, review processes and recognition plans
  • Manage and refine post sales processes
  • Work closely with the ANZ Sales Manager and escalate accounts that are deemed at risk of non-renewal
  • Communicate back to the leadership team renewal customers where there may be growth/ expansion opportunities
  • Be a brand champion and actively promote the depth and breadth of offerings including A2K Subscription to our renewal customers
  • Mitigate risk by being an escalation point for complex renewal issues and ensure timely resolutions
  • Understand changes to licensing models and the implications to our customers and A2K plan and execute strategies accordingly


  • Skilled in sales qualifying & closing
  • Process oriented and highly efficient
  • Capable of understanding licensing agreements and undertaking contractual analysis
  • Experience with a sales methodology and CRM solution
  • Skilled in data analysis and respective business recommendations
  • Capable of preparing and delivering a business justification with a tangible ROI
  • Confident in Pipeline & forecast management
  • Ability to manage multiple projects and prioritize tasks
  • High level report writing and presentation skills
  • Able to identify and evaluate issues and provide strategic direction for resolution
  • Knowledge of Software licensing frameworks (SAAS)
  • Proficient in MS Office products (Excel, Word, MS Outlook, MS PowerPoint)
  • Familiarity of Sales Channels
  • A general understanding of technology and or the AEC market
  • Able to work autonomously  and capable of leading the renewals team to deliver key deliverables

Preferred Qualifications & experience

  • Experience with Salesforce and other key business intelligence tools
  • 7+ years relevant experience, including 4+ years management experience leading  inside sales, Customer Success, or Renewals teams
  • B BUS/ MBA preferred (Information Technology, Engineering, Construction Management, Sales/Marketing, or similar)
  • Proven track record in leading and inspiring teams
  • Excellent writing skills, excel skills and analysis skills
  • Outstanding collaboration and communication skills
  • Ability to excel in a matrix management organization
  • Exceptional understanding of technology and clients' needs
  • Proven track record of bringing new ideas to execution
  • Strong presentation and coaching skills
  • Travel 25% or more depending on A2K business requirements

Interest will be treated in the strictest of confidence. We look forward to hearing from you!

Applications close Friday, 20th March 2020.


16/03/2020 $0 Brisbane 1 Sales
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