Customer Success Manager

Founded in 1992, we provide best-in-class ABL systems for businesses across the globe.

We are now looking for aCustomer Success Manager to join our growing Australian Team. It is an exciting opportunity where you will support our local business, whilst working closely with the Dancerace team to promote our innovative systems in the region.

The role is full-time and you can work from home! 

Our Head Office is located in Bath, England, some flexibility may be required to connect with the broader team, likely either early morning or evening. 

You will typically work from home Monday to Friday during normal business hours, with some on-site attendance.

Interested? We would love to hear from you!

Our Vision 

We’re ready for the future. At Dancerace, we work closely with lenders to identify new product opportunities. They depend on us to stay one step ahead of the competition – and we keep them there.

We’re focused on growth. We've designed our system and services around accessibility. Our software is easy to use and affordable to all businesses.

We believe small is beautiful.  Our expert team works with best-of-breed partners to move quickly and deliver market-leading innovation.

Our Values

Solutions Focused - We’re disciplined, self-starting and hard-working always looking for ways to exceed our targets and delight our customers. We work to eliminate unnecessary delays and dead time by continually improving our ways of working. We stick to our plans.

Lateral Thinkers - We prize innovation and creativity, looking for new and simpler ways to provide new services and resolve complex problems for ourselves and our customers.

Adaptable - We’re ready to dial intensity up and down in response to internal and external demands, knowing when to reflect, when to develop ourselves and colleagues and when to step up to meet urgent and/or large challenges.

Passionate - We care about what we do and passionately advocate for everything that’s great about Dancerace in terms of what we do, what we stand for and where we’re going.

We have Fun - There’s more to business than money. Making things happen should be challenging but also enjoyable and rewarding. We work to ensure success is fun.

We are Principled - High integrity, open, honest with strong moral principles. We do what we say we will do and expect the same from others and our suppliers/partners.

We Collaborate - We understand our roles and appreciate the diverse knowledge and skills and how Teamwork is crucial to our ability to make progress. It’s not about status or ego – it’s about clear accountability and responsibility.

We Trust our Colleagues - We are each other’s customers and rely on each other for help and support in delivering our promises. We work hard to ensure everyone wins.

Overview

We’re looking for high integrity individuals who are solution focused, adaptable, passionate, and emotionally intelligent and who want to join a company that emphasises trust and collaboration while having fun as we continue to grow and be more successful.

A Customer Success Manager should encompass a broad skill set, that combines a deep customer and product understanding to provide support to the business & its systems.

The role is customer-facing, and you will have direct involvement with existing system & prospective users, while working closely with our Customer Success, Product Specialist, Service & Sales teams. 

A successful Customer Success Manager is someone who has a passion for working in a fast-paced environment. They will be:

• Highly analytical and methodical while working to solve product and operational problems.
• Excited to participate in the success of our clients which directly services the long-term growth of our business.
• Focused on maintaining a very high level of customer service and make recommendations to the business about ways in which our products and services could be improved.
• Able to deal with a range of tickets and provide development teams with detailed explanations for issues.

Your key responsibilities will include:

• Working with the business to improve our product effectiveness and efficiency.
• Assist with new customer implementations and supporting new product implementations.
• Ensure our customers have an exceptional experience from origination to onboarding.
• Deliver system demonstrations for existing and prospective customers, across our range of products.
• Understand the needs of our customers and provide recommendations to suit their requirements.
• Support customers and internal teams to resolve queries and issues and document for future awareness and use.
• Advocate for our business to optimise its market profile in the region.
• Provide regular updates/reports as required by customers and colleagues.
• Identify and promote opportunities to extend and enhance the use of our systems.
• Support and manage clients using our platforms, resolving technical and non-technical issues according to our agreed SLAs.
• Conduct in-depth investigations within the systems for reporting, bug diagnosis and fixes, managing some routine job & scheduled services on the applications.
• Assess, recommend, and prioritise changes and bugs.
• Perform QA and UAT when required during product release and upgrade cycles.
• Own customer calls to assist or direct them regarding product queries where appropriate.
• Support the product development process as required, including participation in requirement refinement, documentation and training preparation and retrospectives with a focus in continuous improvement.
• Assist in maintaining and updating our knowledge bases.
• Supporting other colleagues, teams, and management where and when required.

Qualities:

• Demonstrable 1st/2nd Line Support experience and/or product implementation and/or customer application training, and/or application QA/UAT. 
• Professional customer service skills with good written and oral communication skills.
• Great communication; both written and verbal.
• Resourceful and able to take initiative in a dynamic and growing environment.
• Technically and analytically minded with a working knowledge of software support.
• Enjoy being part of a growing team.
• Self-motivated, committed, and confident.
• Adaptable and approachable.
• Maintain confidentiality of information processed or prepared.

Experience:

• Experience of working in financial services (invoice finance, ABL, trade) and/or SaaS BTB software.
• Experience of demonstrations and training B2B customers and/or B2C.
• Experience of using Dancerace products/applications.
• Ability to easily adapt to and learn new technologies.
• Experience in providing technical support & documentation.
• Experience/exposure to the sales process and on-boarding new customers.
• Perform a wide variety of duties and responsibilities with accuracy and speed under pressure of time sensitive deadlines.

If you are looking for your next step in Customer Success, this is an excellent opportunity with plenty of career progression.

For further information please send covering letter and CV to *********@dancerace.com  

Dancerace is an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.