AddressThe Opportunity
Generation-e is an award winning, high growth leader in Modern Workplace solutions for Corporate, Enterprise and Government clients in Australia & New Zealand. You'll be part of our team where you get to represent the voice of the customer within Generation-e and be a highly collaborative conduit to Sales, Services, Support, Product, and Marketing, ensuring the needs of our customers are understood and reflected across the business.
As Customer Success Manager you are responsible for the overall relationship with our highest-value contracted customers to maximise the value they get from Generation-e, ultimately to both retain and grow our business together. We do this by gaining deep insights into our customers' businesses and practices to get to the heart of their needs, issues and opportunities.
Your Day to Day
- Regularly engage contracted customers to be the voice of the customer inside Generation-e.
- Transition customers from projects to managed support.
- Ensure progression and escalation of high priority client activities
- Understand your customers' environment and advise on solutions that align to their needs and strategic goals, driving deeper engagement, usage and overall happiness.
- Build our customer's understanding of the value of their current engagement as well as opportunities for enhancement.
- Develop a strong understanding of each contracted customer’s goals, current and future needs and other insights that surface further revenue opportunities.
- Review issues and cases for our clients to report on them and to find improvements.
- Develop an understanding of typical business challenges faced by our customers and common objectives to build scalable solutions that drive product engagement and business value for our customers.
- Support a team environment through knowledge sharing, maintaining a winning attitude and embracing continuous improvement.
What We are Looking for
- A people person! Able to quickly build trust and rapport and develop positive relationships both internally and externally.
- Experienced in organisation and problem-solving skills with the ability to manage fluctuating workloads and conflicting priorities to achieve tight deadlines.
- Ability to empathise with customers and position yourself as a trusted advisor and inspire change.
- Strong communication and presentation skills, able to successfully communicate complex information to a varied audience.
- Strong attention to detail and analytical skills, with the ability to quickly identify trends and surface key customer insights.
- Highly collaborative way of working, making effective use of feedback loops and rallying all relevant parts of the organisation around driving Customer Success.
- Strong ability to learn quickly and proactively initiate action to fill any knowledge gaps in a dynamic environment.
Our Culture & Benefits
Our values have stood the test of time. If you want to work and collaborate where opinions are valued, and your ideas can make a difference, come to a place where you matter.
We encourage flexible working and collaboration both virtually across multiple countries. This means you’ll have the tools and financial support to make your workspace work for you – whether you’re based in an office or working remotely.
As a fast-growing technology company, we support your career progression and development through mentoring, secondments, new role openings and transfer options. We elevate our staff, so they grow as the organisation grows.
Generation-e are an equal opportunity employer and champion diversity. We’d love to hear from you, or if it’s not the right time, join our talent community so that we can reach out regarding future roles.
