SmartRecruiters Hiring for Manager, Customer Success at Greater Adelaide Area Full Time

SmartRecruiters is a values-driven, global-minded, and well-funded tech employer on a mission to connect people to jobs at scale. As a global leader in enterprise recruitment software, SmartRecruiters offers a cloud-based global Hiring Success platform that allows teams to attract, select, and hire the best talent. 4,000 companies worldwide rely on SmartRecruiters to achieve hiring success—including brands like Bosch, LinkedIn, Skechers, and Visa—using recruitment marketing, CRM, AI, ATS, and a marketplace of 600+ connected vendors all within one scalable platform.

SmartRecruiters was recognized by Forbes as one of the Best Employers in 2020. We are proud to offer a collaborative, diverse, and remote-friendly work environment, as well as competitive salaries and generous equity. We believe in promotion from within, so high performance can lead to upward mobility. Needless to say, we make sure you’re taken care of. Our inclusive office environment welcomes and respects all.

Job Description

Responsibilities

• Take responsibility for your own book of business with enterprise customers and work to achieve the targets set out for you individually as well as the team on renewal rates, CSQL’s and other given targets
• Lead and support the team through weekly 121’s, quarterly development reviews, regular coaching and mentoring, and managing travel/expenses budgets
• Act as the initial point of escalation for any challenges brought forward by your direct s but involving the Regional Director or Chief Customer Officer where appropriate
• Build strong relationships and attend key meetings with customers of your direct s e.g. Annual Business Reviews or senior stakeholder meetings
• Contribute to regional and global team meetings including coordinating and presenting content to the team
• Analyze customer data and CSAT feedback to identify trends and opportunities for improvement or coaching
• Ensure effective application of processes and requests from the Regional Director and Chief Customer Officer
• Monitor Gainsight usage and champion adoption/best practice throughout the team
• Work with other leaders (support, sales, product, PS) to resolve challenges and promote collaboration on joint topics
• Understand and drive achievement of quarterly and annual OKR’s including promoting engagement in those OKR’s from the team
• Monitor progress on quarterly targets and provide regular updates on achievement of those targets
• Contribute to the development of and implementation of customer success strategies that align with the company’s goals and objectives
• Stay up-to-date with industry trends and best practices in customer success and share this knowledge with the team

Qualifications

Required Skills and Experience:

• Previous experience in leading and developing team members
• Applicants must fluent in the English language
• 5+ years of experience in a customer facing role
• Proven track record of achieving team targets against functional objectives
• Confidence in collaborating with executive stakeholders and handling escalations through to a successful resolution
• Experience of using data to on progress towards targets but also flag potential risk to senior leadership
• Ability to collaborate with and influence other functional leaders within your organisation
• Coaching leadership style with a keen focus on developing team members
• Confidence in taking accountability for a wider book of business and building strong relationships at a senior executive level
• Ability to navigate complex situations with calm and ease. A passion for creating a positive and productive team environment.

Additional Information

SmartRecruiters is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. your information will be kept confidential according to EEO guidelines.