6-MONTH FIXED TERM CONTRACT ROLE - POTENTIAL TO EXTEND!
The Customer Success Manager (II) is responsible for maintaining strong relationships with HSI high value
medium-large 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 optimise the customer experience and add value with
HSI products.
The role involves working collaboratively with their clients to understand their business
goals and challenges, and providing strategic recommendations and solutions to support their success.
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.
Essential Functions
• Plan and lead regular 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
• Partner to support client’s overall product objectives and future strategy
• 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)
• Advocate for the customer by sharing insights and feedback to help drive product enhancement and
improvement
• Contribute to client retention strategies and projects
• Maintain knowledge of contract obligations
• Engage with the business to drive and deliver client product and strategic outcomes
• 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
• Support in mentoring less experienced team members to uplift knowledge of business
processes and products
• 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
• Annual cross-sell quota
Competencies
• Driven to support a great customer experience & achieve renewal / upsell quota
• Ownership of client portfolio and deliverables to ensure client needs are met
• Outstanding communication to build rapport with internal and external stakeholders
• Resourceful with the ability to work both as part of a team, and autonomously
• Solution Focused in seeking to understand client’s objectives and ways the system can support this
• Technically savvy in order to provide high quality system demonstrations that meet customer needs
Requirements
Qualifications and Experience
• 5 + years experience of managing client accounts
• 1 + years experience managing enterprise accounts
• 2+ 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 HSIsystems
• Experience with data and reporting tools
• Experience with Sales Force (or similar CRM)
• Proficient MS Office applications
Benefits
- 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
- 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’
- Free Skin Checks & Flu Vaccines
- A flexible and hybrid working environment - with free Coffee and Snacks in the office!
- Office Lunch provided monthly
- A collaborative and supportive team-based environment
