Customer Success Manager
Description
The Customer Success Manager (CSM) is 100% focused on, and responsible, for the ongoing success of our new and existing customers. Reporting to the APAC Regional Director, the CSM plays a vital role managing our customer relationships across the APAC region. The role is a key plank in our efforts to help our customers derive maximum value from our software and services. It is a pivotal role within the team, working closely with our support team, implementation specialists and trainers, both in Asia Pacific and at our offices in the UK and the US. The CSM provides a single point of contact to our customers for all of our services and steers them to success through the full life-cycle of their relationship with us.
The CSM is an energetic professional who loves helping people, solving problems, building relationships and delivering value. Experienced in handling a wide range of customer needs, the CSM is able to successfully manage relationships with a range of personalities, simultaneously delivering great outcomes for Point of Rental and our customers.
Duties and responsibilities
Tiered call / visit cycle of key customers
Respond to inbound customer queries and direct Point of Rental resources to assist the customer
Communicate new release features to key customers
Brief Sales Team on new customer sales requests
Liaise with finance team to answer customer invoicing and payment enquiries
Brief Support Team changes to existing customer requirements
Develop some customer financial analysis
Key customer relationship management
Proactive outbound check ins for key customers
Some office administrative tasks, as required
Qualifications and Competencies (preferred)
Account management, customer service or customer success experience
Experience working in software support, sales or account management
Financial acumen
Proficiency using technology tools such as SalesForce, Xero, Service Cloud and case management software
Post graduate qualification in business, marketing, commerce or technology
Traits and Behaviours (preferred):
Proactive, enthusiastic and fun
Excellent organisational and stakeholder management skills
Natural rapport builder
Excellent time-management skills
Natural curiosity and desire for self-improvement
Outstanding written and verbal communication
Capacity to prioritise and manage multiple, competing tasks
People-oriented and well-presented
Success in this role
At Point of Rental, our culture and values (EPIC) form the bedrock of our success. Without measuring how we work against EPIC, we cannot effectively measure the value of the outcomes that we produce. Therefore, we must work hard at living our EPIC values every day. Success in this role is contingent on the following inputs to success;
Consistent, positive contribution to our customers, the team and company via our EPIC values;
Empowering
Principled
Innovative
Caring