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April

Customer Success Manager

Protecht - Sydney, NSW

Customer Service & Call Centre
Source: uWorkin

JOB DESCRIPTION

 Customer Success Manager

“How you sell matters. What you process is matters. But how your customers feel when they engage with you matters more.” Tiffani Bova (Global Customer Growth and Innovation Evangelist at Salesforce.)


At Protecht we LOVE our customers, and our customers LOVE Protecht.ERM - Professional success, drive and energy is your ticket to becoming the next Protecht Customer Success Manager!


The ROLE

Protecht is growing and so is our Customer Success Team, we have two openings for Customer Success Managers to join our team!


The role will be responsible for ensuring the success of Protecht’s customers and managing all of their post-implementation experiences with the key objective to ensure customer satisfaction, account renewals and growth. 


To be a standout in the role, you will align the success of our customers with the success of Protecht, as well as achieving personal and team goals.


You will bring strong relationship building and account planning experience, a background in managing and exceeding sales quotas, product knowledge, organizational skills, poise and experience in presenting to, and meeting with customers both in person and via web-meeting technologies, as well as a high degree of empathy to ensure the customer’s satisfaction with Protecht’s product and services.


The role will also assist and report into the Head of Customer Success and be part of the larger Customer Success Team.


Day-To-Day

You will be responsible for managing a suite of customers with the aim of generating revenue and growth in the following areas:


  • Develop and maintain long term relationships with stakeholders in your account portfolio
  • Manage the customer life cycle including contract renewal
  • Identify opportunities to grow business with existing customers through upselling licences/advisory/training services
  • Service multiple customers concurrently while managing often conflicting deadlines
  • Work cross-functionally with marketing, advisory, analytics, support, DevOps, Product and other teams to resolve customer business issues and work towards their stated goals
  • Assist in the organization of customer events such as Customer User Groups and Lunch & Learn sessions and provide assistance in admin of the CS team customer activities
  • Support and management of the Protecht.Community (portal) to increase customer engagement


About YOU

  • An Australian citizen or have a demonstrated right to live and work permanently in Australia
  • Committed to quality and continuous improvement with attention to detail
  • A people person, someone that gets the best from those around them and the ability to self-motivate
  • Customer-centric


Skills and Experience

  • 2-3 years’ experience gained in an Account Manager / Customer Success Manager role ideally in a SaaS environment
  • Bachelor’s degree required. Masters is a plus
  • B2B sales experience with the ability to achieve and exceed sales targets and key performance indicators (KPI’s)
  • Experience engaging with and building partnerships with C-Level executives
  • Enjoy being part of a dynamic company in growth mode
  • The ability to contribute to business process improvements
  • Self-motivated, diligent, tenacious, highly-organised and a great work ethic
  • Ability to multi-task in an Agile environment
  • Excellent written and spoken English language skills
  • Tech-savvy: Microsoft Office, Salesforce CRM, Hubspot, Microsoft Teams


What will give you THE EDGE

  • Experience with Customer Success Software, Customer Health Scoring
  • An interest and understanding of Risk Management would be useful


At PROTECHT we have

  • Collaborative, friendly and open culture
  • Opportunity to grow - if you want to progress, we will support you!
  • A true flexible working environment
  • Birthday leave


We are a leader in the delivery of risk management training, advisory services and enterprise risk management software (Protecht.ERM) and have been operating since 1999 in Australia and New Zealand and recently opened a UK office. We are used by some of the most recognised corporate brands and government agencies in Australia.


Protecht.ERM is an enterprise wide risk management solution that allows clients to rapidly construct and deploy web-based forms, workflow rules and visual dashboards covering areas such as risk assessments, incidents, complaints, and compliance activities.


Every company says it but Protecht’s a pretty great place to work. Our team is on the constant pursuit of learning, growth and self-development not only for our benefit but our customers as well. We push each other to take on new challenges, we give each other feedback courageously and constructively and we simply enjoy each other’s company.


Think Risk Management is all about being conservative? We have “Be the Pioneer” and “Embrace Taking Risks” among our values.


Interested? We would love to hear from you, please clearly outline how your experience match the role and submit your CV today!

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