Customer Success Manager (Small-Medium Enterprise)

About the role: 

We believe that more than anything else, customer happiness has, and will continue to drive the success of our business. We don't just want to meet expectations, we want our customers to say ‘Wow’ about our products and service and recommend us willingly! 

The Customer Success Manager (SME) ) is responsible for maintaining strong relationships with HSI small- medium clients, supporting their experience with HSI products and services, achieving account growth (upsell) and retaining the license long term (renewal). 

This role requires excellent communication and business acumen, a strong understanding of product capability and solution based selling expertise to optimize the customer experience and add value with HSI products.   

In order to be successful, the CSM needs to excel at internal and external stakeholder engagement, align customer objectives to solutions within the HSI suite of products & services, identify and mitigate retention risk and advocate for the customer. 

Requirements 

This role would suit someone with: 

• 2 + years’ experience of managing client accounts 

• 1 + years’ experience in achieving account growth targets  

• Excellent communication and problem-solving skills 

• Have an interest in technology and master new technology easily 

• Experience in a Health, Safety and/or Employee Wellbeing role 

• Experience using HSI systems 

• Experience with data and reporting tools 

• Experience with Sales Force (or similar CRM) 

• Proficient MS Office applications  

Main Functions: 

• Plan and lead client account meetings 

• Plan and host Executive Business Review sessions for high value customers  

• Build and maintain relationships with key stakeholders (internal and external) 

• Develop and report on Customer Success Plans 

• Proactively manage account retention to achieve renewal quota   

• Identify and pursue opportunities for account growth and achieve upsell quota  

• Provide system demonstrations to clients to facilitate upsell opportunities  

• Work with clients to ensure appropriate configuration and optimal use of product(s)  

• Contribute to client retention strategies and projects 

• Maintain knowledge of contract obligations   

• Engage the HSI support team to service the customer in accordance with SLA’s  

• Maintain client records, renewals & upsell opps in CRM and other tools  

• Gather customer insights and identify trends and patterns for business improvement  

• Oversee customer escalations and work with internal stakeholders to achieve resolution Develop and share best practice with team members to continually improve the quality, effectiveness and efficiency of our processes 

• Solicit customer insights & share with relevant stakeholders 

KPI’s 

• Annual renewal quota  

• Annual upsell quota  

This is an exciting opportunity to join a market-leading and rapidly growing function, highly focused on achieving goals and delivering results. This is a highly collaborative, engaged, and dynamic team who pride themselves on their attention to detail, living the above values and keeping a client-focused approach at the forefront of everything they do. 

Benefits 

What’s in it for you? 

• Access to a confidential and free EAP Service (Employee Assistance Program) 

• Birthday Bonus Day – A day of paid leave for your birthday! 

• Access to FlareHR Employee Benefits & Discounts, including Novated Leasing 

• Hotel Discounts for yourself, family + friends 

• Tuition Reimbursement – We are constantly looking to foster development and growth which is why we support eligible employees with education expenses. 

• Volunteer Leave – We believe in giving back and supporting activities that serve the community which is why our employee’s are entitled to 16 hours of volunteer leave per year to support causes that align with our mission ‘Connection Workplace Safety, Compliance and Employee Development’ 

• A flexible working environment 

• A collaborative and supportive team-based environment 

We have offices across the country and support flexible working, so candidates from Perth, Sydney, Brisbane and Melbourne will be considered. 

Our culture 

Life at HSI Donesafe is underpinned by our key values: 

#OwnIt - We do what we do with passion and enthusiasm. We take responsibility and just get the job done. 

#GotYourBack - We're a company that fosters collaboration, teamwork and innovation. We work exceptionally hard and celebrate our wins together. 

#Better - Creating new and better ways for our team and organization to be successful. As an organization and as individuals, we are a work-in-progress always striving to be better.