Job Description

Customer Success Manager (Customer Success)
Melbourne or Remote, 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

The Customer Success Manager is ultimately responsible for ensuring customers receive the tools and support they need to achieve their business goals. This inclues onboarding, nurturing, and growing customer relationships, and finding ways to drive more value from the products and services our customers have purchased. The role is also responsible for driving initiatives that improve the overall customer experience, and activing as the vital nexus between the customer and product team, ensuring our products continually evolve to meet growing customer needs and market demands.

  • Accountability for driving growth, retention, and loyalty within nominated accounts
  • Working collaboratively with sales to ensure a smooth handover and onboarding process that exceeds customer expectations
  • Monitoring, facilitating and driving adoption through mapping product features to business needs
  • Launching pilot programs, developing success plans and metrics as part of onboarding
  • Project managing implementations, including running product training for execs and end-users
  • Educating customers on terminology, features and the benefits of our products
  • Managing the customer support channels and escalating issues through to the Senior Customer Success Manager or Director Growth for resolution
  • Managing customer billing and renewals
  • Running client check-ins and quarterly business reviews for nominated accounts to demonstrate product ROI, assess client health and identify future needs
  • Identifying up-sell and cross-sell opportunities and working with sales to continually grow accounts

Other Knowledge, Skills and Abilities:

  • Have the ability to build and nurture relationships with customers, particularly at the manager level
  • Have experience in troubleshooting and an eye for resolving customer issues
  • Are impeccably organized with excellent time management skills as you will need to manage multiple projects and competing tasks/priorities
  • Can show us that you have superior verbal and written communication skills, with the ability to run meetings, run training sessions and execute high-quality presentations
  • Thrive in competitive, numbers-driven, performance-based environments. We’d like you to be highly consultative and a lateral thinker with strong business acumen
  • Have a background or experience in software project management (highly desirable)
  • Strong organizational and interpersonal skills
  • Capability of understanding, interpreting and delivering insights to stakeholder audiences, including high-value customers and senior leadership.
  • Ability to respond effectively to market direction, customer needs and competitors’ positions
  • Be able to see beyond what is requested and get to the core of what is needed
  • Know how to manage stakeholder expectations and conflicting priorities while keeping things in perspective and maintaining composure
  • Must be situationally aware and escalate issue to management as appropriate
  • Advance knowledge and skills through continuing education and training

 

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 Director Growth APAC

This is a Full-Time position 1st Shift.

Number of Openings for this position: 1