Description:
Role: Customer Success Manager
Job Level: Intermediate / Management
Business Unit: Customer Success
Reporting to: Customer Success Officer
Location: Australia
Company: VOSS is head-quartered in Garland in Texas, with offices in Reading UK, Sydney Australia, and Cape Town South Africa. Our technology has been deployed by over 130 cloud service providers and prominent enterprise organizations across the world.
VOSS is the award-winning provider of digital workplace management technology, enabling customers to significantly increase the levels of automation and insight across their UC and collaboration stack, unlocking productivity and cost saving benefits. VOSS is unique in providing discovery & migration, orchestration fulfilment & analytics, and performance monitoring & management, across multiple UC technologies, from a single, highly flexible, secure web portal.
Find out more: www.voss-solutions.com
Purpose of Position:
In response to market demands and to improve customer retention, satisfaction, and growth within existing accounts, VOSS is seeking an enthusiastic and dedicated Customer Success Manager (CSM) to join our team in Coppell, Texas. The CSM will ensure customers achieve their desired outcomes while using our software products by understanding their needs, providing support, and ensuring they derive maximum value from our solutions.
Duties and Responsibilities:
Customer Onboarding
- Transition new customers effectively from the project phase to Business as Usual (BAU), focusing on operational adoption and onboarding acceleration.
- Facilitate the resolution of post deployment issues to ensure positive engagement.
- Conduct product training sessions and workshops to educate customers on software features and benefits.
- Contribute to the development and maintenance of onboarding materials and resources.
Customer Relationship Management
- Serve as the main point of contact for customers, building and maintaining strong relationships.
- Conduct regular meetings and check-ins to assess customer satisfaction and address any issues.
- Gather and document customer feedback to understand their needs and challenges.
Support and Troubleshooting
- Provide timely and effective support to customers, resolving issues and answering queries.
- Collaborate with the technical support team to escalate and resolve complex issues.
- Track and document customer interactions and resolutions in the CRM system.
Customer Advocacy
- Act as the advocate for customers within the company, providing feedback to the product development team.
- Ensure customer feedback is incorporated into future product releases and improvements.
- Collaborate with the Marketing team to develop case studies and testimonials.
Retention and Growth
- Monitor customer usage and engagement metrics to identify at-risk accounts.
- Develop and implement strategies to improve customer retention and reduce churn.
- Identify upsell and cross-sell opportunities to drive revenue growth.
Reporting and Analysis
- Track and report on key customer success metrics, including customer satisfaction, retention rates, and product adoption.
- Analyze customer data to identify trends and areas for improvement.
- Prepare regular reports for senior management on customer success activities and outcomes.
Proactive Engagement
- Conduct regular health checks to ensure customers are optimizing their use of the software.
- Share best practices and recommendations to help customers maximize value.
- Proactively reach out to customers to address potential issues before they escalate.
Cross-Functional Collaboration
- Work with the sales team to ensure a smooth handover from sales to customer success.
- Collaborate with the product development team to provide customer insights and feedback.
- Engage with the project delivery team to ensure a smooth transition to BAU.
- Partner with the marketing team to develop customer success stories and testimonials.
- Work closely with Service Engineers to address customer issues according to business impact and priority.
Customer Education
- Collaborate with the Documentation team to create and update educational resources, such as user guides, FAQs, and video tutorials.
- Host workshops and training sessions to educate customers on new features and best practices.
- Foster a sense of community among customers through forums, user groups, and events.
Customer Success Strategy
- Define and track customer success goals and objectives.
- Continuously evaluate and improve customer success processes and workflows.
- Stay up-to-date with industry trends and best practices to innovate and enhance the customer success function.
Technical Skills & Experience:
Customer-Centric Mindset
- Empathy: Understand and anticipate customer needs, concerns, and aspirations.
- Passion for Customer Success: A genuine desire to help customers achieve their goals.
Strong Communication Skills
- Clarity: Ability to explain complex concepts simply.
- Active Listening: Ensure customers feel heard and valued.
- Persuasiveness: Influence and guide customers towards best practices and solutions.
Technical Proficiency
- Deep understanding of the company's software products, especially in the unified communications space.
- Ability to quickly learn and adapt to new technologies and software tools.
- Capable of diagnosing technical issues and providing effective solutions.
Relationship Building
- Trustworthiness: Build and maintain trust with customers.
- Networking: Connect with various stakeholders within a customer's organization.
- Long-Term Focus: Develop and nurture long-term relationships.
Analytical Skills
- Data-Driven: Use data to monitor customer health and make informed decisions.
- Attention to Detail: Meticulously track customer interactions and feedback.
- Strategic Thinking: Anticipate future customer needs and challenges.
Adaptability
- Flexibility: Adapt to changing customer needs and evolving product features.
- Resilience: Stay positive and proactive in the face of challenges.
- Continuous Learning: Keep up-to-date with industry trends and best practices.
Organizational Skills
- Efficiently manage multiple customer accounts and tasks.
- Prioritize high-impact activities that drive customer success.
- Maintain comprehensive records of customer interactions and progress.
Team Collaboration
- Work effectively with sales, product development, and technical support teams.
- Provide actionable feedback to internal teams based on customer insights.
- Contribute to a positive team environment.
Proactive Approach
- Take the lead in identifying opportunities for customer improvement and growth.
- Address potential issues before they escalate.
- Seek out new ways to enhance the customer experience.
Business Acumen
- Align customer success strategies with overall business objectives.
- Identify upsell and cross-sell opportunities that benefit both the customer and the company.
- Demonstrate the value and return on investment of the company's products to customers.
Cultural Fit
- Share and embody the core values and mission of the company.
- Maintain a positive and enthusiastic approach to work.
- Actively participate in company events and initiatives.
Minimum qualifications:
- Bachelor's or master's degree in Computer Science, Business, or a related field.
- 3+ years of experience in customer success or technical account management, preferably within a software or IT environment.
- Proven ability to own and deliver customer-centric service and act as the customer advocate within the business.
Driving/Travel Requirements:
- Must hold a current valid driver’s license and passport.
Assessment Task:
- Candidates will be asked to build and present an account plan with short-term and mid-term objectives.