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March

Customer Success Manager

Rosterfy - Melbourne, VIC

IT
Source: uWorkin

Source: uWorkin

JOB DESCRIPTION

The Rosterfy Customer Success Manager will be responsible for supporting our technology clients across Australasia in conjunction with the lead Customer Success Director. You will act as the first level of contact for client onboarding, training and ongoing support. This role is a dynamic and exciting position to ensure our clients are successful!


Key Responsibilities

  • Provide Customer support to your dedicated clients via online support portal, phone and in person or virtual meetings & workshops.
  • Support Business Development team with qualification of sales opportunities, and attend prospective client meetings to assist with a seamless onboarding experience and ongoing project management.
  • Successful on-boarding of new clients to our software platform.
  • Transform complex concepts into well-written, visually pleasing educational support content and deliver training sessions to demonstrate solutions through our software platform.
  • Identify areas for current clients to enhance their workforce management processes through industry leading practices and continuous improvement of the software platform. This may include up-selling additional features of the platform.
  • Collaborate with operational and client success teams to identify areas of continuous improvement within the client success and customer lifecycle model.
  • Travel to assist with software implementation for large scale clients during onboarding or event period.


Required Skills and Experience

  • A love for Customer Service and helping people.
  • Proven problem solver.
  • Proven experience within a Client Success role, preferably within a technology business - 1-4 years.
  • Technical aptitude and ability to learn software programs.
  • Experience using Zendesk, or similar support ticketing systems.
  • High level of attention to detail.
  • Proven ability to manage workload and conflicting priorities, displaying a high level of initiative and autonomy as required.
  • Strong analytical skills, with a strong focus on identifying and delivering solutions based outcomes.
  • Proficient in Microsoft Office Suite, specifically Excel.
  • High level of written and communication skills.


Desirable Skills

  • Experience and/or general knowledge of SQL, HTML or CSS and top level understanding of web architecture.
  • Experience with Customer Relationship Management (CRM) software, such as Salesforce.
  • Background in event management, particularly workforce management.


Perks of the job!

  • We are a young, growing company with big global ambitions. You will be working to support a number of the biggest organizers in this region.
  • Incentive bonuses based on client retention metrics.
  • Flexible work hours are available to assist supporting clients in multiple time zones.
  • In office perks include: Weekly yoga, staff drinks, golf simulator, free breakfasts, free beer and cider, Melbourne CBD office location.
  • A role with autonomy within a globally recognised, purpose driven, growing company.
  • Professional development opportunities.

Work Location: 3 Albert Coates Lane, The Commons QV, Melbourne CBD.

Salary: Negotiable based on experience.



Application Deadline: 22/03/2021

Expected Start Date: 10/04/2021