Chandler Macleod Hiring for Customer Success Manager at Sydney, New South Wales, Australia Full Time

As one of the Australia’s largest providers of human resources solutions, Chandler Macleod has a proven track record of unleashing potential in people and companies. For over 40 years Chandler Macleod’s recruitment business has connected leading-edge projects and employers with outstanding business professionals.

Our client is seeking to engage a Customer Success Manager on a max-term contract for 12 months.

• Sydney CBD Location, Hybrid work
• 12 Months Max Term Contract
• 5+ years working in a Customer Success, Account Management and/or Management Consultancy role

Position Overview

The Customer Success Manager (CSM) partners closely with Relationship Managers to ensure Enterprise Customers achieve a significant return on investment and feel successful with their Sales solution. The CSM serves as a key consultant to assigned accounts, to support effective onboarding, complex implementation and driving engagement of products and services to new and existing customers.

As a Customer Success Manager for Sales Solutions, you will ensure customer success by liaising with key stakeholders (c-level executives, sales leaders, program managers) within our customer base to plan and drive social selling programs. Taking a consultative and prescriptive approach to our customers is crucial, acting as their trusted advisor and consistently showing the value and ROI our solution can offer. Sales Navigator is constantly evolving through integrations with CRM, Marketing Automation, Business Intelligence, Sales Acceleration and Web Conferring applications, a core part of this role will be empowering our customers to activate these by showing how critical they are to help their business to thrive. Our main goal is to achieve our customers outcomes by turning the vision they hold for their business into a reality. You will be a change management leader, helping your clients adopt modern selling best practices through regular success coaching. You will be a product expert, supporting product adoption via webinars and onsite sessions; and you will be a core part of retention strategy, preventing customer attrition (churn) by ensuring customers get value from their investment in Sales Navigator.

Duties & Responsibilities:

• Partner with the Relationship Managers on assigned accounts to enable clients on the optimal way to implement a successful modern selling program using Sales Navigator platform, in order to drive overall customer adoption and success
• Develop, execute and continuously review customer success plans to define shared goals, KPIs, and align our Sales Solution to our customers organizational objectives, initiatives and strategies. Ability to prove ROI.
• Act as a trusted advisor to key customer stakeholders and executive sponsors to drive product adoption, ensuring they leverage the solution to achieve full business value, through training, consulting, communication about product features and regular metrics review
• Think scale, encouraging clients to utilize appropriate resources (i.e. community forums, Customer hub, workshops, etc.) to increase their proficiency with Sales Navigator and with other modern selling features on the platform
• Mitigate churn by tracking customer activity and creating custom plans for accounts at risk; partner with RM on mitigation strategies including attendance at QBRs where necessary
• Proactively identify risk and deliver coaching/training to improve utilization of low usage clients
• Monitor customer engagement and health metrics in assigned accounts, analyses and develop strategies to increase usage i.e. sales leadership educational sessions, best practices workshop
• Document all communication with users and accounts accurately and in a timely manner via system tools (Salesforce.com). Ensure that issues are escalated appropriately to appropriate internal departments and management´
• Use LinkedIn, client and other data to derive insights to drive greater client engagement
• Become a client partner in maximizing the benefits of their investment with Sales Navigator
• Maintain a deep understanding of products and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs

Our Ideal Candidate will have:

• 5+ years working in a Customer Success, Account Management and/or Management Consultancy role
• Strong knowledge of the Customer Success Industry.
• Ability to understand your customer’s business objectives and challenges and define strategies to implement modern selling programs to help them achieve those objectives.
• Establish and grow trusted relationships with internal stakeholders and clients to allow you to be a trusted advisor and consultant, and a modern selling industry expert.
• Experience presenting to large audiences e.g. Sales Kick-offs, Executive Forums
• Experience implementing change management best practices to drive product or process adoption
• Experience driving large scale global deployments
• Excellent organizational, project management, consulting and time management skills
• Experience analyzing data, trends and client information to identify product or service growth opportunities
• Proficient in Salesforce & Microsoft Office (Outlook, Excel, Word and Power Point)

If you feel you are a suitable candidate submit your application by hitting “Apply for this job”. Alternatively, you can email ashish.bhetwal@chandlermacleod.com for further discussion.