nimbus Hiring for Customer Success Manager at Melbourne, Victoria, Australia Full Time

nimbus Cloud specialises in solving complex Workforce Optimisation (WFO) problems with simple and intuitive cloud-based solutions. Our products are designed to help businesses operate with improved efficiency, compliance, and workforce flexibility.

Our three-core pure cloud solutions are:

nimbus Time2Work is a highly configurable, easy-to-use WFO solution, providing controls which empower employees and guarantee regulatory compliance. nimbus Time2Work is built for front of house employees in an array of industry verticals, including: Health (Public and Private); Education (Universities and Higher Education institutions); Justice (Prisons, Detention Centres, Prison Escort Services, Courts); Border Control (Civilian and Military airports), including air traffic control towers; Retail (Store, Warehouse, and Online Operations); Hospitality (Mid-Large Scale Events, Restaurants, Food and Beverage Outlets); and UK, Australian, and US Government contracts.

nimbus Connect provides a human optimisation platform for WFM contact centre and back-office employees. Facilitating cloud connectivity with unique US Patented Access Controls (PAC controls), ensuring the clients’ legal and corporate compliance, employee engagement, and best practice customer service.

nimbus Hub assists the world’s leading Telecommunications companies manage their VOIP telephony infrastructure for clients, facilitating an automated mission critical Disaster Recovery Management plan for unforeseen events (Covid-19) and/or commercial restructure.

Our core focus is to provide customer configured solutions to ensure our proven patent process enables businesses to be confident they have the best security, compliance, and employee management system available.

About the role

Organisational Positioning of the Role

As a member of the nimbus Customer team, you will to Chief Customer Officer and work alongside a team of Professional Services and Support Consultants. Throughout our customers journey with us you will be their voice, ensure the return on their investment is realised and maintain the high callable customer service and satisfaction they expect and deserve.

The Customer Success Manager is accountable for developing a positive and productive relationship with the customer. This role will proactively support, guide, facilitate and enable the customer to realise benefits from the implementation of the nimbus product(s) into their organisation.

Key responsibilities

• Assist the customer with the adoption of nimbus products in a way that helps the customer on their journey to achieve their desired business outcomes.
• Deliver the highest levels of customer satisfaction with both the nimbus products and the brand, whereby the customer will potentially be a reference site for nimbus.
• Ensure the retention of each customer, enabling customers to realise the intended value from their investment in their nimbus solution.
• Identify opportunities and new customer needs that will lead to new business.
• Take ownership of the Customer Success model, regularly review the process based upon feedback from customers and the wider nimbus team and ensure that process improvement is delivered when necessary.
• Identify and understand customer outcomes required for both current and future needs.
• Proactively monitor the adoption of nimbus solutions within the customer organisation to ensure that they are utilising the nimbus products to their full potential and identify areas for improved utilisation and effectiveness.
• Provide a level of coaching, advice, or process feedback to the customer to establish more efficient practices.
• Complete regular ‘case reviews’ and ensure the Customer receives a high level of support.
• Establish and maintain a communication strategy with our customers.
• Define and track a customer health score.
• Create and manage a set of playbooks required to ensure high Customer retention.
• Assist Services and Sales team in the generation and where necessary closure of software and services sales.
• Liaising with the product team regarding product features and changes, helping to keep the company’s products at the forefront of the industry.
• Focus on the process and methodology and how that translates into the customer experience and then deliver a series of process improvements through regular touch points with customers.
• Occasional attendance at exhibitions to promote the company’s products.
• Assist Marketing to develop case studies, write articles and generate thought leadership to support software and consultancy sales.
• Help drive customer references and evangelise customer success stories.

Experience and Attributes

• Must have strong written and clear verbal communication skills.
• Must be competent at communicating technical plans of action to customers or third parties and should be available to work all hours to ensure a mission critical system is returned to operation in the shortest possible timeframe.
• Must be able to demonstrate clear thinking under pressure that will ensure confidence in nimbus is maintained.
• Must be able to create and maintain a positive, high-energy environment that fosters mutual trust, respect and a commitment to the team itself.
• Troubleshooting, problem solving, and prioritisation skills.
• Proven experience in SaaS/Enterprise scale application infrastructure management
• Salesforce experience is advantages but not essential to this role.
• Payroll, Workforce Management and Time and Attendance knowledge is advantages but not essential to this role.

Core Competencies

• Problem Solving and Decision Making – Gathers, verifies, and assesses all appropriate and available information to gain an accurate understanding of situations and provide recommendations for action.
• Communication –Demonstrate effective communication, both orally and in writing, with colleagues and customers including producing s, preparing, organising, and delivering presentations using appropriate tools and techniques, and taking a leading role in meetings and discussions.
• Building Relationships – Able to develop effective relationships with colleagues and customers. Able to respond appropriately to feedback
• Influencing skills – Ability to influence both within the customer success team and the wider team.
• Understanding nimbus – Aware of nimbus strategies, policies, and procedures. Aware of how the organisation operates.
• Innovation, Flexibility and Adaptability – Undertake tasks with a positive attitude and respond well to management and customer requests. Must be prepared to meet business goals and respond well to change.
• Leading and Management – Ability to manage a small team of Customer Success Consultants across Australia to deliver the required outcomes for customer success across the customer base.

Skills, Knowledge & Qualifications:

• Education – degree in computer science, computing, IT or business systems desirable. Direct RosterOn experience in a role related to the use of nimbus solutions an advantage.
• Experience – Experience of workforce management in an appropriate role with associated professional development and/or accreditation.
• Training – Experience/knowledge of nimbus products desirable.
• Applying standards – Effective in the application of relevant industry and process standards to all tasks undertaken.
• Industry Trends & Developments – Must take initiative to ensure technical skills and specialisations are kept up to date in line with industry developments and ensure that all relevant skill sets are current including but not limited to software packages, customer engagement methodologies and new ways of working / processes

As part of the nimbus Cloud team, you will receive dedicated support, including real career progression opportunities tailored to suit your individual needs and career aspirations.

At nimbus Cloud you will enjoy a collaborative culture and hybrid work model which offers flexibility and work life balance.

nimbus Cloud is an equal opportunity employer. We celebrate diversity and are committed to creating a safe and inclusive environment for all employees. We encourage job applications from Aboriginal people, people with disabilities, and people from culturally diverse backgrounds.

Find out more about the exciting work we do at nimbus and follow our journey on LinkedIn.