Customer Success Manager

About Objective:

At Objective, we create software that makes a difference. With over 400 people and five development labs spread across Australia, New Zealand, the United States of America, and the United Kingdom, Objective is a leading developer of SaaS solutions for the government. 

Our role:

The Customer Success Manager (CSM) is a subject matter expert in Objective Keystone and Keyplan products and has strong knowledge of the Financial Services industry and AU & NZ planning marketplace. The CSM will be responsible for engaging with existing customers to demonstrate innovation within the software, support software implementations, and provide best practice advice to encourage user uptake. The ultimate goal of the CSM is to deliver a truly outstanding customer experience that turns our customers into evangelists and Objective customers for life.

This role reports to VP Keystone (VP) and does not have people management responsibilities.

A Day In Your Role:

Customer Health & Retention:

• Develop Customer Success Plans with key success factors, goals, collaboration areas, and activity summaries.
• Establish a trusted adviser relationship to ensure customer satisfaction with Objective products and safeguard contract renewals by creating and implementing long-term retention strategies.

Product Education & Updates:

• Assist customers in upgrading processes and embedding change.
• Provide technical guidance and support for customer transformation strategies.
• Drive engagement through webinars, masterclasses, and Customer Advisory Boards

Lead Generation & Business Development:

• Identify opportunities for additional services, training, or products to help customers meet their goals.
• Manage these opportunities through the sales cycle to increase annual recurring revenue.
• Support Marketing in creating customer case studies for public sharing.
• Represent Objective at customer events, showcasing our solutions and market knowledge.

Issue Resolution:

• Collaborate with Project Managers, Customer Support, Managed Services, and Product Management to resolve escalated customer issues.
• Work cross-functionally to address ad hoc customer requests, pain points, and escalations, ensuring retention.
• Prioritize and drive the resolution of escalated non-OSI customer issues with RDs, Sales, Finance, and Product Management.

Continuous Improvement:

• Act as the Voice of the Customer internally, reporting and acting on areas for improvement.
• Support the development and growth of Objective’s Customer Success program.
• Contribute to the improvement of internal processes for better customer experiences.
• Perform other duties as reasonably requested.

Your Skills, Experience and Beyond:

• In-depth knowledge of business areas, including customer service & client management, demand generation and software sales.
• Excellent verbal and written communication skills, able to clearly articulate information and influence at all organisational levels. Including the ability to chair meetings or host webinars.
• Strong commercial and business knowledge; understands the customer's needs to demonstrate the product's use cases effectively.
• Exceptionally strong conflict resolution, negotiation, and problem-solving capability.
• Applies knowledge of industry business drivers and best practices to business operations.
• Technical Support, Technical Account Management, Project or Program Management experience.
• Advanced working knowledge of Keystone and Keyplan products.
• Salesforce CRM experience (preferred but not necessary)

Our Benefits:

• Adaptable work structure fostering balance. 
• Experienced counsellors for valuable guidance. 
• Cutting-edge tech tools enhancing productivity. 
• Abundant learning resources to enhance your skills.
• Social gatherings to unwind and promote team bonding.
• We are an endorsed employer for all women. See our range of benefits directly at WORK180.

We’re committed to building inclusive teams and cultivating a sense of belonging so our people can bring their whole selves to work each day. At Objective, we never discriminate based on any recognized characteristics or any other prohibited by applicable law. 

To provide a positive experience, please advise our Talent Team of any adjustments required during the recruitment process so we can support you.