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April

Client Services Manager

SAI Global - Sydney, NSW

IT
Source: uWorkin

Source: uWorkin

JOB DESCRIPTION

Customer Success at SAI Global is an international team driven by best-in-class post-sales consultancy and product adoption.

As a CSM, you will be responsible for the success of our customers and you will act as an advocate for our customers. In this role, you will be responsible for driving adoption of the SAI Global products and improving customer loyalty.

You will identify growth opportunities to expand SAI Global’s footprint while demonstrating the value and benefit of these results to your customers. Key to success are the cross-functional relationships that you will develop and maintain within SAI Global, our partners and various other crucial stakeholders.

Executing against and delivering insights on Customer Success metrics, you are constantly looking to demonstrate value of the SAI Global products to your customers. Sharing best practices with your peers and SAI Global colleagues, you will be part of a dynamic and collaborative team that is critical to SAI Global’s vision and strategy.

Core Job Responsibilities

  • Ensure proper delivery, on-boarding and adoption of products and services, conduct ongoing operational reviews
  • Partner with Account Managers to facilitate successful renewals
  • Understand customer's objectives and how they translate to outcomes
  • Partner with Account Managers and participate in ongoing customer operational reviews
  • Drive revenue growth through adoption and identify opportunities for upsell and cross sell
  • Travel to priority customers to strengthen relationships, conduct gap analysis, report on usage and lead value driven discussions (Approximately 20% travel is estimated)
  • Partner with customer to advise on best practices
  • Manage assigned client relationships to ensure that the highest level of service is provided and customer loyalty is optimized
  • Serve as the point of contact for the delivery of services and customer support
  • Champion client requests; represent client interests in product and service solution planning initiatives
  • Liaise with all necessary internal departments to ensure client solutions are delivered per agreed upon scope and timelines
  • Escalate issues accordingly to ensure visibility and timely resolution
  • Track and report results of all client initiatives
  • Complete other projects as assigned
Qualifications
  • Proven track record in consultative customer facing role, ideally within Tech or SaaS based companies – ideally 5+ years of professional experience
  • Knowledge, or general understanding, of GRC (Governance, Risk, and Compliance) and/or Environmental Health and Safety challenges and solutions
  • Basic technical ability with Microsoft Office 365 products, Salesforce.com or other popular CRM brands, and remote meeting tools (IE. GoToMeeting). Experience with Learning Management System administration or database administration is a big bonus!
  • Working knowledge of EHS / Risk solutions or BWise product and ability to advise customers on features, functionality, reporting capabilities and how to best optimize utilization of their investment in software preferred
Interpersonal Skills
  • Excellent interpersonal, written, and verbal communication skills
  • Strategic thinker, skilled at account management, and strong commitment to customer success
  • Thoughtful problem-solving skills and mature, polished business acumen rooted in years of client-facing experience
Comfortable working in a fast paced, dynamic environment to meet evolving business requirements – a self-starter

Adept ability to create strong relationships (both internally and externally) and leverage them for a seamless delivery
  • Self-motivated and reliable, with a strong independent work ethic and entrepreneurial mindset
  • Team player and expected to work independently as well as part of a virtual team where open, collaborative communication is encouraged
  • Disciplined time and territory management skills
  • Full commitment to conduct business with the utmost integrity and in full compliance with the law
  • Additional languages considered a bonus
SAI Global is a recognized leading provider of integrated risk management solutions and assurance solutions. We help organizations protect their brands by proactively managing risk to achieve business excellence, growth, sustainability, and trust.

We have a history rich in the development of innovative business solutions, and today this tradition of innovation continues with industry-leading products and solutions in our core business areas of risk management software, standards aggregation, regulatory content, ethics and compliance learning, risk assessments, certification, testing and audits.

SAI Global acquired BWise from Nasdaq in 2019. The combination of BWise’s award-winning risk management, internal audit and regulatory compliance platform with SAI Global’s industry leading SAI360 risk and compliance solution created the most complete integrated approach to risk management in the marketplace.

For more information, visit our company site at www.saiglobal.com or our career site.