Address
Form of workAbout us:
Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better.
Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.
Reporting to the Customer Success Team Manager you will play a key role in contributing to Ideagen's objective of creating a positive customer experience and fostering relationships to support brand loyalty and maintain customer retention.
Roles & Responsibilities
- Build strong, long-term relationships with customers using effective communication and efficiently resolving issues to individual needs.Evaluate risk management for each customer by analysing internal metrics data (Power BI) and Success Data (Gainsight CS/ PX) and proactively create success plans to mitigate risk and ensure renewal
- Act as a point of escalation for customer issues and complaints, providing a pathway to resolution to help meet the customer's needs
- Provide insight and be the voice of customer, feeding back to internal teams, including Sales, Marketing, Product, Technical Support, Operations, and Renewals
- Create reports for Account Managers on past results and renewals and upsell forecasts, e.g. through dashboards and presentations
- Working with Account Managers, plan and delivery weekly, quarterly and annual business reviews to ensure customers optimize our product/service and their goals are met
- Help determine the timing and content of customer touch points throughout their lifecycle, with a view to increasing adoption, positive feedback and positive net promoter scores.
Knowledge & Experience
- 3+ years' eerience with customer-facing activities
- In depth, advanced product knowledge for those you specialise in
- Passion for designing processes that scale
- Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
- Takes high degree of ownership over their work
- Clear communicator with professional presence
- Strong listening skills; open to input from other team members and departments
- Strong empathy for customers
- Demonstrated desire for continuous learning and improvement
- Ability to manage and influence through persuasion and consensus building
- Passion for doing the right things right, knowledge sharing and helping others
Behaviours
- Ambitious - Drive, Planning & Execution
- Adventurous - Flexibility & Resilience and Savvy Thinking
- Community - Collaboration & Communication
You are invited to apply for this position from any location in Australia, as it is a remote role.
