Customer Success Manager II (NSW)

Here's a summary of the role:

The Customer Success Manager II oversees a portfolio of accounts and ensures an amazing customer experience, as measured by NPS, gross revenue retention, upsell/cross-sell referrals, meaningful customer engagement and adoption via product usage indicators.

As the key contact point for the customer relationship on Diligent products. The Customer Success Manager II will perform hands-on account management activities as well as collaborate with other team members in coordinating successful customer onboarding, training and ongoing customer relationships to ensure long-term satisfaction.

This role operates on a hybrid model, with 50% office-based work required in our Sydney office.

Regrettably we are unable to provide visa sponsorship, so you must be eligible to work in the location you reside.

Here's a breakdown of what you'll do (not all of it, just the important stuff):

• Build and maintain strong direct client relationships with key stakeholders & retain those relationships via meaningful and consistent engagement with the key stakeholders at the customer. This entails setting up and running operational meetings as well as periodic formalised business review meetings to align intended outcomes with the customer journey.
• Owning and managing the commercial and contractual customer renewal process;
• Grow your set of customer accounts by proactively anticipating needs, recommending additional products and services and providing an excellent customer experience as measured by revenue retention and customer product usage; Collaborate with the Sales team in a mutually beneficial account management model by spotting, qualifying and passing on expansion leads Increase overall client satisfaction with Diligent measured through Net Promoter Score;
• Provide a seamless and 'best in class' customer experience through all phases of the customer lifecycle - coordinating with the client implementation and project teams, administrative staff, IT Team, and users of the Diligent application/s;
• Collaborate internally to be the voice of the customer across other departments, including with the sales, expansion, services, marketing, finance, customer transactions and operations teams.
• Facilitation alongside the Implementation team of Diligent's products and modules with senior stakeholders to the client including C-Suite and Directors.
• Seek out client advocacy related initiatives

These are the essentials you'll need to get an interview:

• 3-5 years of B2B experience in a client facing role managing accounts
• Experience with the Microsoft Office suite
• Experience with software solutions and platforms
• Fluency in English (written and verbal) is required
• Willingness to travel to client sites

Behavioural Skills:

• Build and maintain strong direct client relationships with key stakeholders & retain those relationships
• Excellent communication and presentation skills, with the ability to manage multiple stakeholders
• Strong problem-solving ability, with a natural curiosity around the client's business needs
• High level of resilience and a positive attitude when faced with adversity
• Passionate about technology with a solution-centric mindset

It would be great if you had these too, but we'll support you if you don't:

• Prior experience in SaaS or GRC is advantageous
• Understanding of GRC domain, regulations, industry standards
• Commercial experience
• Experience with Salesforce and Gainsight

#LI-SK2