Senior Customer Success Manager

Our Senior Customer Success Managers play a crucial role in working closely with 20-30 of our enterprise customers to ensure they get the outcomes they planned for when they started their Simpro journey - as well as finding new ones along the way!
Acting as a trusted advisor, you will build relationships that allow you to understand your customers’ business drivers, build plans with your customers on using the Simpro platform to achieve them, and feedback potential product and process improvements internally that could help our customers even more. From this you will seize business opportunities by expanding their use of the platform - recommending add-on modules and extra training that will drive our customers’ business forward, as well as ensuring our customers renew. You will also be responsible for general account management for your book of business, resolving escalations and handling issues and queries.
This is a Brisbane-based role. To be considered, you must be eligible to work legally in Australia on a full-time basis.
First Things First, What We Can Offer You?

• Delicious daily, free, chef prepared lunch on site
• Fully equipped, free, on-site gym
• Hybrid working arrangements
• Ground-breaking parental leave program
• Up to 4 weeks' annual "Work from Anywhere" benefit
• Second-to-none product training
• Opportunities for growth, development and career progression
• Fun team camaraderie and events
• Paid volunteer leave days
• Public holiday exchange
• Casual dress
• Plus a range of other AMAZING benefits!

Who Are We?
Simpro is a global leading Software-as-a-Service (SaaS) field service management solution for service, maintenance and project contractors. Simpro was founded in 2002 in Brisbane, Australia with operations in Australia, New Zealand, the United Kingdom and the United States. Simpro empowers our trade service customers to connect the office to the field, deliver exceptional customer service and gain invaluable insights with automated processes, streamlined workflows and in-depth business reporting.
What You'll Do

• Build, execute and track joint plans with your customers to use the Simpro platform to meet their business goals
• Spot and generate opportunities for growth amongst customers, including upselling and cross-selling additional Simpro products
• Monitor and flag customer health and any churn risk and own intervention and remediation plans
• Become the face of Simpro and co-ordinate the wider teams and resources to help coordinate a successful resolution for our customers
• Maintain and effectively demonstrate an advanced knowledge the Simpro suite of products
• Lead by example across the team and department as a Senior, experienced member
• Offer support and advice to more Junior team members where necessary
• Be experienced in problem solving, large and complex challenges and understand when to bring in additional resource and escalate when appropriate
• Showcase excellent customer relationship management strategies
• Consistently review internal approaches and processes and recommend ways on how this could be enhanced or improved
• Deliver scheduled meetings with key decision makers and Simpro champions.

What You’ll Bring

• Experience managing Enterprise Accounts or experience in a similar Senior Customer Success Management / Key Account Management role
• Have a customer-centric approach, with a desire to deliver the best for our customers
• Genuine curiosity about our customers’ business - their challenges and goals and an ability to translate those into the adoption of SaaS software and proactively recommend additional use cases our customers may not have considered
• Able to resolve customer escalations and queries
• Ability to build trust and rapport with stakeholders at all levels
• Be proactive and enjoy collaborating across teams to deliver great commercial outcomes
• Good interpersonal skills and the ability to build trust and rapport with stakeholders at all levels
• Be tech savvy and have the desire to learn, along with the ability to convey complex technical topics with simplicity
• Ability to quickly develop a sound understanding of Simpro suite of products
• Exceptional customer service and troubleshooting/problem solving skills
• Ability to work effectively under pressure and to perform well in a team dynamic
• Experience working with business process software in a customer-facing role would be a benefit.

Core Values Required of all Simpro Employees
We are seeking someone with the right determination, attitude and Simpro compatibility. Our culture and core values are very important to us:

• We Are One Team
• We Own It
• We Innovate
• We Understand
• We Care
• We Have Fun

Simpro is an equal opportunity employer with a very supportive team environment. Visit: simprogroup.com/au/company/careers to learn more about us and our values.
*Please note, no agencies will be accepted in the recruitment of this role. We would like to take this opportunity to thank all candidates for their application.
Powered by JazzHR