Customer Success Manager guiding onboarding processes for clients at ApprovalMax. Focusing on relationship management, metrics monitoring, and collaboration for customer growth in Brisbane.
About the role
- Customer Success Manager driving scalable customer adoption and success for deployable SW, F5 Distributed Cloud solutions and increasing NGINX support. Role requires technical acumen with excellent communication skills.
Responsibilities
- Customer Loyalty & Value Generation
- Ensure that customers derive value from their investment in F5, utilize all of their licenses, identify new opportunities, and collaborate with other F5 stakeholder teams to ensure adoption and a successful renewal
- Increase renewal rates and reduce churn
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Drive new business growth through greater advocacy and reference-ability
- Promote and educate customers on the resources and wider customer communities available to the customer
- Act as a ‘coach’ in working effectively with the customers support service
- Guide your customer through significant service milestones such as upgrades, new releases and new features
- Leadership & Collaboration
- Partner with the account team and other internal teams to develop successful account strategies and plans
- Engage and understand the customers cloud strategy and guide them by providing resources that can assist their strategic business direction
- Manage internal relationships to promote customer success activities such as on-boarding, training, professional services, customer support, renewals, cross-sell/up-sell, advocacy
- Update the internal Customer Relationship Management system with the customer’s business objectives and metrics that define success
- Develop and maintain a continuous close relationship with the relevant Application Sales Representative(s) throughout the customer lifecycle
- Industry Knowledge & Business Acumen
- Deliver regular business reviews and success plans to business decision makers and key business stakeholders
- Monitor customer usage data, health indicators, renewal dates and growth opportunities
- Develop an understanding of typical challenges faced by customers and appropriately map F5 features and associated business benefits to address their needs
- Demonstrate Strategic Thinking, Innovation & Ability to Deliver Results
- Analyze data to develop a plan for each customer to ensure outcomes are measurable
- Use customer surveys for product and service feedback to help product management define the product roadmap
- Be a Customer Success evangelist for F5 aiding in growing the tools and systems required to be successful
Requirements
- Typically requires a minimum of 4 years of experience delivering technology and business outcomes for customers and customer success related activities
- Degree in related field, Computing or Business & Information Technology preferred
- Experience in a customer facing role involving cloud based/SaaS technology with collaboration of senior stakeholders
- Ability to quickly grasp and distinctly explain technological and business concepts
- Proven ability to develop and cultivate lasting customer relationships with limited resources
- Strong empathy for customers and passion for revenue and growth
- Written and verbally communicate a complex message in a simplistic way
- Collaborative, persistent and self-directed
- Confident and engaging presentation skills, personable, positive, approachable & tenacious
- Commercial acumen
- Resilient, managing pressured situations effectively
- Strong desire to learn and develop personally
- Strong time management work ethic and focus on delivery
- Able to travel at short notice 15% of the time
- Mirroring & ability to engage and be engaging at all levels
- Fluency in English is required
Benefits
- Hybrid working mode
- Career growth and development opportunities
- Recognitions and Rewards
- Employee Assistance Program
- Competitive pay, comprehensive benefits, and cool perks
- Culture of Giving Back
- Dynamic Diversity & Inclusion Interest Groups
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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