Job Description

Customer Success Manager (Customer Success)
Melbourne, AUS, Australia

Overview

Who we are. TEAM Software develops financial, operations and workforce management solutions for contractors with distributed workforces of any size, with a focus on the building service and security industries. TEAM’s efficiency-enhancing technology transforms business management and drives profitability. The company's industry-specific solutions range from a complete enterprise software ecosystem to a right-sized workforce management toolset that connect key components of customers’ businesses. Founded in 1989, TEAM is an Omaha, Nebraska-based technology company with more than 400 customers all over North America.

Job Skills / Requirements

TEAM is searching for a talented, energetic Customer Success Manager who will work across TEAM departments to build and maintain positive relationships with assigned customer accounts by understanding each client’s business needs, how they utilize technology and how TEAM's solutions can benefit them. The customer success manager will be responsible for nurturing and growing customer relationships post-onboarding, finding ways to drive more value from the products and services they have purchased and assisting customers as needed when issues and projects arise. This person is expected to work on a cross department team in order to accomplish specified goals. Key responsibilities include, but are not limited to the following: 

·         Manage set of assigned customer accounts

·         Ensure customer satisfaction and retention

·         Develop and execute customer success plans and strategies

·         Identify and develop relationships with key executives throughout customer organizations

·         Understand customer business challenges and industry trends and consult with clients on how WinTeam and other TEAM business products can help them achieve their objectives

·         Identify “white space” (i.e., users, geographies, functionality, customers, etc.) opportunities and collaborate with sales to share leads and support cross-sell/upsell

·         Drive adoption / usage of Team Software solutions

·         Conduct strategic business reviews on a recurring basis with customers including a minimum of one annual executive relationship review (for top tier clients)

·         Monitor customer risks, including product usage, engagement, financial and key personnel risks and intervene as early as possible when risks and problems arise

·         Execute on operating cadence associated with the segment of each customer assigned

·         Serve as point of issue escalation and resolution

·         Provide input to internal teams on customer needs

·         Facilitate engagement of functional subject matter experts/consulting for business process improvement and deep dive; support sales & consulting to develop proposals and statement of work

·         Educate customers on value receiving from Team Software solutions

·         Contribute to product roadmap planning, providing customer voice

·         Share customer success stories and best practices

·         Document activity in CRM system

·         Report weekly on client relationships, including issues and threats

·         Help create the playbook – lessons learned (what works, what doesn’t), how to run a successful QBR, steps for successful onboarding, etc.

Additional Information / Benefits

The TEAM Difference.

As one of our founders puts it, we’re a 30-year-old startup: we’ve got the energy and passion of a young tech company with the experience of a trusted, reputable industry mainstay. It’s a combination that’s helped us remain a leading provider of technology solutions for contractors in the building service and security industries. We develop integrated cloud-based solutions ranging from financial, operations and workforce management, to time and attendance, to employee and customer self-service portals. Our web- and mobile-enabled applications are designed to help our clients profit from efficiency.

Our “startup” mentality is driven by a culture of ownership, which is a guiding principle that helps us consistently improve, grow and thrive. Our culture empowers us to pursue innovation and collaboration and fuels our commitment to clients. We’re a diverse group of doers and dreamers, and we’re looking for people who don’t just want a paycheck. We want skilled individuals interested in building long-term careers and upholding our culture. For us, culture-fit is almost more important than the bullet points on your resume. Sure, experience and skills are a necessary part of the equation, but a can-do attitude and curiosity are what make the superstars shine. And once we find a superstar, we’re going to hang on to them. We do that by respecting, trusting and supporting each other in an environment that embraces a work-life balance. Our formula for happy employees is pretty simple: Hire talented people. Challenge, trust and motivate. Watch them accomplish remarkable things. Reward and recognize a job well done.

Come for the job. Stay for the Culture. TEAM is committed to creating a diverse environment and is proud to be an equal opportunity employer.

TEAM also participates in the E-Verify program. Benefits: Medical, Dental, Vision, FSA, HSA, Short Term Disability, Long Term Disability, Life Insurance, 401(k), Incentive Compensation, Paid Time Off, Employee Assistance Program, Legal Shield, Supplemental Life, Voluntary Critical Illness, Hospital and Accident Plans, Volunteer Time Off, Parental Leave, Flexible Work Arrangements, Wellness Programs, Tuition Reimbursement and Career Development, Casual Dress, Innovative Work Space Screening Requirements: Criminal Background Check, Education Verification, Employment Verification

 

California Applicants (Privacy Notice):  In accordance with the California Consumer Privacy Act of 2018, as part of our processing and evaluation of California job applicants, TEAM collects the information that such applicants voluntarily provide to us as well as information that we may gather from third-party sources, such as for verification, reference, and background check purposes. This information typically includes the following categories of information: identifiers, protected classification characteristics under California or federal law, professional or employment-related information, non-public education information, and inferences drawn from other personal information (such as from references). Some of this information may be covered by the California Customer Records statute (Cal. Civ. Code § 1798.80(e)). TEAM uses this information for business purposes solely within the context of each applicant’s role as a job applicant to, and (if applicable) a future employee of, TEAM, including potentially retaining this information in order to consider and contact you about future or different employment opportunities. Please contact TEAM’s Human Resources Department should you have any questions about the categories of personal information TEAM collects about California job applicants or the purposes for which TEAM uses such information. 


This job reports to the Manager of Account Management

This is a Full-Time position 1st Shift.

Number of Openings for this position: 1