Description
Position at Point of Rental Software
The Customer Success Manager (CSM) is 100% focused on, and responsible, for the ongoing success of our recent and existing customers.
Reporting to the APAC Regional Director, the CSM plays a vital role managing our customer relationships across the APAC region.
The role is a key plank in our efforts to help our customers derive maximum value from our software and services.
It is a pivotal role within the team, working closely with our support team, implementation specialists and trainers, both in Asia Pacific and at our offices in the UK and the US.
The CSM provides a single point of contact to our customers for all of our services and steers them to success through the full life-cycle of their relationship with us.The CSM is an energetic professional who loves helping people, solving problems, building relationships and delivering value.
Experienced in handling a wide range of customer needs, the CSM is able to successfully manage relationships with a range of personalities, simultaneously delivering great outcomes for Point of Rental and our customers.Duties and responsibilitiesTiered call / visit cycle of key customersRespond to inbound customer queries and direct Point of Rental resources to assist the customerCommunicate new release features to key customersBrief Sales Team on new customer sales requestsLiaise with finance team to answer customer invoicing and payment enquiriesBrief Support Team changes to existing customer requirementsDevelop some customer financial analysisKey customer relationship managementProactive outbound check ins for key customersSome office administrative tasks, as requiredQualifications and Competencies (preferred)Account management, customer service or customer success experienceExperience working in software support, sales or account managementFinancial acumenProficiency using technology tools such as SalesForce, Xero, Service Cloud and case management softwarePost graduate qualification in business, marketing, commerce or technology Traits and Behaviours (preferred):Proactive, enthusiastic and funExcellent organisational and stakeholder management skillsNatural rapport builderExcellent time-management skillsNatural curiosity and desire for self-improvementOutstanding written and verbal communicationCapacity to prioritise and manage multiple, competing tasksPeople-oriented and well-presented Success in this roleAt Point of Rental, our culture and values (EPIC) form the bedrock of our success.
Without measuring how we work against EPIC, we cannot effectively measure the value of the outcomes that we produce.
Therefore, we must work hard at living our EPIC values every day.
Success in this role is contingent on the following inputs to success;Consistent, positive contribution to our customers, the team and company via our EPIC values;EmpoweringPrincipledInnovativeCaring

📌 Customer Success Manager (Melbourne)
🏢 Point of Rental Software
📍 Melbourne