Job Details

Customer Success Manager

Evotix

Job Description

Are you passionate about being a trusted partner and advisor to our customers, helping them achieve their desired outcomes?
We are looking for someone who’s resilient, collaborative, and self-motivated to join our Customer Success Team!

Key Responsibilities

The Technical Customer Success Manager role is responsible for being a trusted partner and advisor to the customer. Through building strong relationships with the customer the role will need to understand the customer’s success criterion and their challenges to success, enabling you to support end user adoption, achieve optimal configuration, minimize churn, and turn our customers in to product champions. As the CSM, you are responsible for working closely with the Sales team, Implementation Consultants and Professional Services team, Customer Support and Finance to facilitate a seamless customer journey and experience that leads to discovering new opportunities to work together. As a Technical CSM, you will also be expected to triage and handle technical requests from the customer that are not of a complexity that require Support Team investigation time or a new project to carry out. You will be able to use your technical skills to identify where you can support, building trust with the customer and sharing your knowledge with them to create greater product knowledge. Above all, you’ll be a true champion of Evotix’s mission and are galvanized by our belief in providing savvy health and safety technology solutions for all our clients.

Think you’re a fit for Evotix? 

The key responsibilities of the Customer Success Manager:

Develop Healthy Customer Relationships

Developing a solid and trusting relationship between the various, different customer stakeholders and Evotix;
Reset customer expectations where required to work towards the changing lifecycle of the customer;
Develop an understanding of the customer’s long-term goals and identify areas where Evotix products or services could support them to be successful in those goals;
Upsell Professional Services to the client to help optimize their solution for achieving their goals, ultimately adding to the customer’s investment and belief in the system and reducing churn risk;
Facilitate effective communications between customers and the other functions in Evotix squads;
Use your technical knowledge to identify where you can offer immediate support for technical issues or configuration development;
Analyze customer data to provide customer relationship management. Correlate usage data to success criteria to establish value, create or mitigate a success plan;
Proactively update the Salesforce database to provide an accurate customer account status;
Engage with our customers according to the appropriate touchpoint model, including conducting and sharing Executive Business Reviews.

Encourage Customer Adoption

Follow the CSM playbook to ensure all areas of customer interaction are conducted consistently to ensure maximum customer success;
Facilitate the handover call from Sales to Implementation/Professional Services, following the defined template and covering the customers key outcomes and what their customer success journey will look like;
Facilitate the delivery of customer facing materials to support their customer’s success: Adoption pack, webinars, user groups, product updates, knowledge base, training materials, customer promotional tools, etc;
Carry out technical demonstrations and configuration changes for the customer where necessary, for issues that don’t require full scale support investigation or professional services project;
Monitor customer account health and effectively anticipate account changes and improvements. Actively provide feedback on the development and extension of customer health dashboards and data;
Be the primary point of contact for resolving key issues and escalations. Highlight customers at risk early, with recommendations for action to mitigate;
Triage customer support tickets, resolving where possible and prioritising remaining tickets to enable the Support teams to focus on the most important customer issues;
Provide a feedback loop to product for future product enhancements as well as closing the loop on customer requests;
Listen to the Voice of Customer and provide this valuable feedback and sentiment to internal teams, to support initiatives to improve customer experience.

Act as a Customer Advocate

Be a proactive, valuable resource to inform customers of new capabilities available to them; be that product, services or supporting materials. Guide the customers to self-help where there is desire to.

Retain and Grow our Customers

Encourage customers to document and share success stories, such as case-studies, blogs, referrals, webinars;
Promote the upsell of Professional Services to customers to support them in achieving their goals;
Manage transactional customer upsells and delivery via CX squads where necessary as well as renewals and resells, where no negotiation is required.

Support the Customer Development Managers in strategic planning for customers where there is large upsell or expansion opportunities.

What you’ll bring to the table:

Health and Safety experience and/or training and certification;
Strong interpersonal skills;
Deep understanding of what our customers are trying to achieve;
Commercial mind to be able to identify upsell opportunity and demonstrate the value to the customer;
Strong empathy of clients and ability to represent them internally;
Strong technical capability to support customers in solving their challenges;
Collaborates well with others in the squad;
Strong communicator and influencer - both written and verbal;
Problem solver.

Benefits:

Competitive base salary;
Quarterly company performance bonus;
Annual Leave;
Quarterly Mental Health days;
Birthdays off;
Hybrid schedule! Have the luxury of working from home AND connect with your team in the office!