Customer Success Manager (New South Wales)

As a Customer Success Manager at Atomi, your key responsibilities include guiding school-wide Atomi deployments, conducting workshops and training sessions, and building productive relationships with stakeholders. You'll proactively use data to ensure successful customer adoption of our platform, coach teachers to be product experts, and collaborate with internal teams to create new solutions based on customer feedback.

To join Atomi as a Customer Success Manager, you should have proven experience in account management or customer success, preferably in a startup environment. Excellent communication skills and the ability to negotiate beneficial outcomes are essential. Familiarity with CRM systems like HubSpot is also a plus, while prior experience in the EdTech industry is advantageous but not required.

The Customer Success Manager at Atomi plays an integral role in enhancing company culture by embodying our core values and engaging in meaningful interactions with our customers. This role involves sharing success stories and promoting a positive user community while collaborating with teammates during events and onboarding sessions, all contributing to an agile and innovative workplace environment.

At Atomi, we emphasize work-life balance, offering tailored flexibility in your hours to adapt to your personal needs. As a permanent team member, you'll even enjoy unlimited paid leave options, allowing you to maintain a healthy balance between work commitments and personal life.

At Atomi, Customer Success Managers benefit from ongoing opportunities for professional growth and development. You’ll have access to training programs, community events, and workshops that ensure you can continuously improve your skills while actively contributing to innovative solutions within the organization.

When faced with a challenging customer situation, I focus on active listening to fully understand their concerns, followed by a calm and empathetic response. It's crucial to maintain open communication and provide options that encourage collaboration towards a resolution, which ultimately fosters trust and strengthens our relationship.

Absolutely! In my previous role, I analyzed customer data to identify engagement patterns, which allowed me to tailor specific training sessions that addressed their needs. By implementing personalized follow-ups and feedback requests, we boosted engagement significantly, resulting in an increase in platform utilization.

Building strong relationships involves consistent and open communication, setting clear expectations, and following through on commitments. I prioritize understanding each stakeholder's unique goals and challenges and adapt my approach accordingly, which helps foster trust and collaboration over time.

I believe in a structured yet personalized onboarding process. Initially, I would assess the client's specific needs and objectives, followed by conducting informative training sessions. Throughout the onboarding, I would ensure a feedback loop, providing resources, insights, and support tailored to their unique journey with Atomi.

Key metrics for measuring customer success include Net Promoter Score (NPS), customer retention rates, product adoption rates, and customer satisfaction scores. I also consider qualitative feedback, as it offers deeper insight into the customer's experience and potential areas for improvement.

I regularly engage with industry publications, attend webinars, and participate in relevant forums or community discussions. Networking with fellow professionals also provides valuable perspectives and insights, helping me stay informed of the latest trends and best practices in customer success.

In my previous experience, I encountered a customer facing significant challenges during implementation. I dedicated time to develop a tailored support strategy, including one-on-one training sessions and ongoing check-ins. This proactive approach not only resolved their issues but also enhanced their overall experience and loyalty.

I am drawn to Atomi's mission of enhancing education through innovative technology. The opportunity to empower educators and students excites me, and I believe my experience aligns perfectly with your goals. I want to contribute to a team that values creativity and collaborative growth.

Effective task prioritization begins with understanding client urgency and impact. I use a combination of project management tools and regular check-ins to track progress, ensuring that immediate needs are addressed while also planning for longer-term objectives to enhance overall client satisfaction.

Key skills for any Customer Success Manager include excellent communication, problem-solving abilities, empathy, and strong analytical thinking. Being able to understand the customer's needs and translate them into actionable insights is essential for fostering positive relationships and achieving successful outcomes.