Sr. Customer Success Manager

As one of the world’s leading “service centric” Cloud ERP vendors our customers base with SaaS solutions operating on Microsoft Azure is growing exponentially. To ensure our customers are satisfied with the services they receive and to improve upon areas of dissatisfaction, we are expanding our Customer Success Global team. 

We are looking for a Senior Customer Success Manager at our Melbourne office or based remotely from home in Melbourne. You'll drive customer satisfaction and loyalty through a strong relationship with your customers. As a Senior Customer Success Manager you'll leverage business outcomes by realizing value on the fundamental reasons the customer purchased our solutions. You help customers discover new features and enable them to become long-term users. 

What you'll do

• Streamline the interaction between the customer and Unit4 aligned with a tailored customer journey to leverage a value-added customer experience across all moments that matter 
• Be the Voice of the customer (VoC) or Partner (VoP), encompasses the gathering and understanding of all streams of feedback to improve the quality and experience of delivered services and be the internal catalyst of improvements initiatives 
• Deliver added value services to leverage product value, product usage expansion and generator of use cases 
• Identify and drive new sales opportunities (up/cross sell) in cooperation with your colleague of Account Management 
• Serve as the primary contact in the customer success management team in solving complaints and addressing service or product issues 
• Be the customer advocate, continuously working in their best interest to maximize business outcome and value realization based on the client business and processes understanding supported by product usage and user behaviours data insights  
• Establish regular cadence with customers to measure progress against the Customer Success Plan (CSP) and to identify new asks and/or wants on behalf of the customer 
• Be able to develop and provide (annual or quarterly) business reviews with C-level executives, practitioners, and other management with your customers 
• Reach out to customers, interact with users, and/or conducts focus group meetings to work on solutions and lead into decisions 

Qualifications

Your profile

• Track record in a Customer Success or Customer-Centric position for a SaaS organisation (ERP preferred but not essential)
• English speaking
• Passion for creating a strong customer satisfaction  
• Take high degree of ownership over your work 
• Clear communicator with professional presence with empathy and enthusiasm 
• Ability to lead through influence and trust 
• Technically literate and familiar with customer engagement technologies, best practices and trends 
• A Bachelors or Masters degree in a relevant field 
• Excellent communication and relationship management skills and fluent in English (verbal and written) 

All your information will be kept confidential according to EEO guidelines.