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23

February

Customer Success Manager - Sydney

Fergus - Sydney, NSW

Customer Service & Call Centre
Source: uWorkin

Source: uWorkin

JOB DESCRIPTION

  • Want to work with the best people?
  • Work with actual customers and solve real problems?
  • Great culture, flexible working hours

Fergus is a 100% kiwi-owned tech company that builds awesome job management software. We're helping tradespeople around the world smartly manage their businesses. From site visits through to scheduling, quoting, invoicing, and much more - Fergus arranges all tasks in one place and gives our customers the insight they need to grow their business. We want you to join us as we head into an exciting and exponential phase of global expansion!

To support this growth, we’re looking for an experienced and driven Customer Success Manager to join our team in our Darlinghurst office. You will be someone who can understand our customer, empathise with their pain points and help them along their Fergus journey of business success.

In this highly technical role you will own the customer experience and post sale, onboarding and explaining the long term benefits of Fergus to our customers and their businesses. Using phone and video call interactions you will get insight into our customers and their business and will then set them up for success.

Working within our high performing customer team you will also collaborate with our engineering, product, marketing and sales teams. If you love tech and the satisfaction of really making a difference to peoples lives, then this is the role for you!

Requirements

What you will be doing...

  • Be the internal champion for our customers, hold internal teams accountable to ensure swift resolution to customer issues.
  • Be responsible for the ongoing customer relationship ensuring the proactive management of risk to ensure retention targets are met.
  • Be the front line responder for assigned customers, ensuring efficient and timely assistance for any issues or enquires.
  • Proactively look for opportunities to up-sell additional services and add-ons to increase revenue retention.
  • Be responsible for the successful adoption of our product, including proactive onboarding to ensure a seamless transition onto the platform.
  • Assist in the setup and configuration of our software for new clients, as well as providing end user training to customers, including hosting weekly training webinars.

Benefits

Fergus has a very team orientated, inclusive and collaborative culture and we are united in our goal of really making a difference to our customers. We are very supportive of flexible working arrangements and offer competitive remuneration and professional development.

This is an excellent opportunity to be part of an established business which is now scaling up and going global. You can really help shape the future direction of the platform and products.