Customer Success Manager

Customer Success Manager at Customer Success. About the role We are looking for a committed Customer Success Manager to join our dynamic team at Cin7, an innovative global software company that was honored as the NZ Hi-Tech Company of the Year in 2023. In this pivotal role, you will play a key part in building and nurturing relationships with our clients, ensuring they achieve their goals and derive maximum value from our inventory management solutions. Key facts Location: Auckland, NZ Engagement: Full-Time Team: Customer Success What you'll do Cultivate and sustain strong, consultative partnerships with clients, concentrating on their strategic objectives and long-term achievements. Oversee a significant SaaS portfolio, primarily catering to small to medium-sized enterprises and mid-market brands. Manage a diverse portfolio of 450 key accounts, prioritizing customer retention and promoting product utilization. Engage with customers daily, leveraging AI-driven tools and our technology stack to implement effective engagement methodologies. Recognize common challenges faced by clients and work collaboratively to develop scalable solutions and resources. Conduct quarterly business reviews, pricing negotiations, and escalation discussions with clients. Advocate for the value of our products throughout the customer journey, emphasizing return on investment and the benefits of their partnership with Cin7. Deliver proactive business assessments and identify opportunities for clients to optimize their workflows using our platform. Track customer health metrics, proactively identifying potential risks and devising strategies to address them. Set clear objectives and implement customized success plans to ensure accountability among customers. Collaborate closely with various departments to ensure a seamless customer experience throughout their journey. Address customer inquiries by connecting them with the right internal experts for resolution. Contribute to the evolution of Customer Success frameworks and operational processes as we scale. Requirements At least 5 years of experience in a customer-facing role, ideally within a fast-paced SaaS environment with a focus on Customer Success or Account Management. Background in working with clients in the supply chain, manufacturing, commerce, or retail industries. Proven track record in client retention, strategic account management, and developing strong customer relationships. Ability to manage and grow a varied customer portfolio, particularly in a rapidly expanding environment. A proactive and resourceful mindset for problem-solving, with the capability to drive solutions independently. Experience in navigating and influencing cross-functional teams to achieve desired customer outcomes. Exceptional communication skills, with the ability to distill complex technical concepts for diverse audiences. High level of empathy and a customer-centric approach, particularly in challenging situations. Proficiency in data analysis, including understanding usage patterns, key performance indicators, and assessing business impact. Familiarity with tools such as Salesforce, ChurnZero, Gong, and emerging AI technologies to boost performance and efficiency. A mindset geared towards continuous improvement, with a strong desire to learn and adapt. A collaborative spirit that fosters inclusion and respect within the team. A Bachelor's degree or equivalent practical experience. Nice to have Experience in the e-commerce sector, particularly with inventory management solutions. Familiarity with customer success metrics and methodologies. Knowledge of emerging trends in AI and their application in customer engagement. Skills & tools Strong analytical skills to interpret data and drive actionable insights. Proficiency in CRM software, particularly Salesforce. Experience with customer success platforms like ChurnZero and Gong. Familiarity with project management tools and methodologies. Excellent organizational skills to manage multiple accounts and priorities effectively. Practical notes We offer a hybrid working model, allowing you to work from home three days a week. Enjoy the flexibility of working fully remotely for 30 days every six months from any location worldwide. Celebrate your birthday with a paid day off. Participate in Global Wellness Day with a dedicated holiday to focus on your well-being. Benefit from comprehensive health insurance coverage. Join monthly social events with food and drinks provided. Take advantage of discounts on gym memberships and local dining options. Receive a referral bonus for successful recruitment. Enjoy a relaxed dress code. Work in a modern office located in Grafton, featuring recreational facilities like a pool table, table tennis, PS5, and coffee machines. #J-18808-Ljbffr