Customer Success Manager

About us:

HSI Donesafe, an HSI Company, is one of the fastest growing cloud-based workplace health, safety, and compliance platforms. Known as “The People’s Safety Software”, Donesafe is built with the user in mind and is designed to ease the administrative burden and cost of WHS management. Our parent company, HSI, is a leading Environmental, Health and Safety (EHS) and workforce development provider based in the United States that offers safety and workplace training, safety management software, and compliance solutions. Founded in 1977, HSI has seen tremendous growth supported by innovative technology, robust systems, and exceptional customer support. Our mission is to make the workplace and community safer.

www.donesafe.com

We have a fantastic opportunity to join our Customer Success Team in the role of Customer Success Manager. This position reports directly into the Head of Customer Success. Whilst this role is advertised in Sydney, given the roles hybrid nature we would consider all candidates across Australia.

About the role:

We believe that more than anything else, customer happiness has, and will continue to drive the success of our business. We don't just want to meet expectations, we want our customers to say ‘Wow’ about our products and service and recommend us willingly!

A Customer Success Manager (CSM) plays a critical client facing role at HSI APAC (Asia-Pacific). The role is responsible for maintaining strong relationships with clients, supporting their experience with product and service and retaining the license long term.

This role requires excellent communication, and a strong understanding of technical vernacular in order to effectively support clients and work with internal stakeholders.

In order to be successful, they need to know the ins and outs of a product or service to properly educate customers and communicate effectively with a variety of personalities and technical backgrounds. The primary goal is to keep the customer's needs and wants top of mind, regardless of sales quotas and new product releases.

Key responsibilities:

• Plan and lead regular client engagement meetings
• Build and maintain relationships with key stakeholders through regular phone, email and face to face contact
• Work with customers to ensure they are leveraging our services effectively and finding value in our services
• Facilitate personalized training
• Work with clients to ensure appropriate configuration and optimal use of product(s) and reporting
• Contribute to client retention strategies and projects
• Maintain knowledge of contract obligations.
• Provide guidance and assistance to our Customer Happiness team (frontline support)
• Maintain client records in CRM and shared drive
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
• Maintain annual retention targets for managed portfolio. Maintaining a Net Renewal Rate of 97%.
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth

Qualifications and Experience:

This role would suit someone with:

• Experience with 7 + years of managing client accounts
• Excellent communication and problem-solving skills
• You have an interest in technology and master new technology easily
• Experience working in a SaaS (software as a Service) Relationship role
• Experience in a Health, Safety and/or Employee Wellbeing role
• Experience with data and reporting
• Experience Sales Force software (or similar CRM/Ticketing systems)
• Proficient in project management tools, MS Office Applications, experience with CRM tools (Sales Force software preferable)

This is an exciting opportunity to join a market-leading and rapidly growing function, highly focused on achieving goals and delivering results. This is a highly collaborative, engaged, and dynamic team who pride themselves on their attention to detail, living the above values and keeping a client-focused approach at the forefront of everything they do.

Our culture

Life at HSI Donesafe is underpinned by our key values:

#OwnIt - We do what we do with passion and enthusiasm. We take responsibility and just get the job done.

#GotYourBack - We're a company that fosters collaboration, teamwork and innovation. We work exceptionally hard and celebrate our wins together.

#Better - Creating new and better ways for our team and organization to be successful. As an organization and as individuals, we are a work-in-progress always striving to be better.

What’s in it for you?

• Access to a confidential and free EAP Service (Employee Assistance Program)
• Birthday Bonus Day – A day of paid leave for your birthday!
• Access to FlareHR Employee Benefits & Discounts, including Novated Leasing
• Hotel Discounts for yourself, family + friends
• Tuition Reimbursement – We are constantly looking to foster development and growth which is why we support eligible employees with education expenses.
• Volunteer Leave – We believe in giving back and supporting activities that serve the community which is why our employee’s are entitled to 16 hours of volunteer leave per year to support causes that align with our mission ‘Connection Workplace Safety, Compliance and Employee Development’
• A flexible working environment
• A collaborative and supportive team-based environment

We have offices across the country and support flexible working, so candidates from Perth, Sydney, Brisbane and Melbourne will be considered.