Customer Success Manager

Brisbane QLD, Australia

  • Global company in a phase of tremendous growth
  • Fantastic team environment in HR tech space
  • Excellent opportunity with fantastic career potential

intelliHR (ASX:IHR) is an Australian HR technology business developing and currently marketing a next-generation cloud-based people management and data analytics platform. We strive to make workplaces better for people, provide insights for leaders, and aim to transform traditional ways of working through open communication and data-driven analysis. This is reflected in our agile, fun, and high performing culture.
We pride ourselves on our working conditions and opportunities for growth and development for every single employee. We value diverse perspectives from all types of people to enrich our decision making and are committed to equal opportunities for all of our people. We are loyal to our team and passionate about constantly improving to be the best versions of ourselves that we can be. We are committed to making sure everybody has a voice in technical and design discussions no matter their experience or seniority.
Reporting to the Head of Customer Success, APAC the Customer Success Manager is responsible for driving performance to meet deadlines and exceed expectations of our customers. Acting as the product expert in the implementation of the system you will be responsible for project managing the configuration and integration of the program with the customer.
The duties and responsibilities of the Customer Success Manager will include:
    • Maintain the APAC customer base through implementation projects to successful delivery of all quoted programs
    • Work with Solutions Consultants to ensure a smooth handover and introduction to the customer
    • Undertake kick-off workshops with the customer to set project timelines and expectations
    • Support the Customer Success Team for the APAC region and being the escalation point for customer-relate issues or feedback
    • Work closely with other departments to ensure alignment of the product with customer needs

To be successful in this role you will ideally:
    • Be enthusiastic and creative with the ability to inspire and motivate others
    • Come from a strong SaaS background & have experience with customers at the enterprise level
    • Be able to provide an exceptional customer experience as well as promote product feature extensions and cultivate advocates for new business opportunities
    • Have high attention to detail and be able to pick-up new programs quickly 
    • Be highly empathetic and understanding of customer needs including handling all product concerns & working with the product development team to achieve a resolution
    • Have excellent communication & presentation skills with a customer-focused mindset

The Benefits
    • Flexible work hours
    • Remote working
    • Generous training budget
    • Employee Assistance Program (EAP) - providing access to qualified psychologists for our employees in times of need
    • Employee Share Option Plan (ESOP) - available to employees past probation in future offer rounds
    • Generous Parental Leave that is gender neutral and covers birth, adoption or foster care placements

Type: Permanent

Category: Sales - No subcategories

Reference ID: TR000003

Date Posted: 11/01/2022

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