Customer Success Manager - Sydney, Australia - Liven

Liven
Liven
Verified Company
Sydney, Australia

1 week ago

Olivia Brown

Posted by:

Olivia Brown

beBee Recruiter
Description
Customer Success Manager (Maternity Leave Cover)


Customer Success Manager (Maternity Leave Cover)

Department:
Customer Success


Employment Type:
Full Time


Location:
Sydney


Reporting To:
Tom Jamieson


Description


Our customers are central to our business and we're looking for a Customer Success superstar who can own the entire post-sales relationship.

This includes onboarding, ongoing retention, and increased product usage.


As a product-first business, we are obsessed with numbers, and client success plays a key role in what we measure internally.

The Customer Success Manager (CSM) will own all increased product adoption, churn, case studies and referrals.

This is a maternity leave cover for 6 months with the potential to become a full-time role.


Key Responsibilities

  • Develop and maintain strong relationships with customers, understanding their business needs and goals.
  • Proactively engage with customers to ensure satisfaction, identify opportunities for upselling or crossselling, and address any concerns.
  • Demonstrate a deep understanding of the Liven Group product stack and effectively guide customers on maximizing value and achieving their objectives.
  • Stay updated on new features and product enhancements and new features identifying and informing relevant information to customers.
  • Conduct information sessions for customers, empowering them to utilize the product stack effectively and independently.
  • Act as a primary point of contact for customer inquiries, issues, or escalations, ensuring timely and effective resolution.
  • Utilize customer data and analytics to identify trends, track customer health, and proactively identify business opportunities.
  • Collaborate with sales, marketing, and product teams to further customer success initiatives
  • Implement project management principles to oversee timelines, documentation and resource allocation and inform relevant stakeholders

Skills, Knowledge & Expertise
Hospitality industry knowledge preferred but not required.


Customer-first mentality - To adopt this mentality CSMs will need to get to know their customers unlike anybody else. Become trusted advisors that customers see as true partners.


Business savvy - To get close to customers our CSMs need to understand them. In particular, the mechanics of their business. Taking the time to understand the desired outcomes is essential.


Analytical - Liven runs on numbers; we are looking for someone who is comfortable with data. Analyse, review, act. Data-driven decision mentality and sound business judgment through strong analytical thinking.


High EQ - More than anything a CSMs role is about people Your fundamental job is to build relationships with customers. Remain calm, have patience and show attentiveness.


Experience - Solid experience in a professional environment dealing with training, onboarding and problem solving for customers. Exposure across Client Success, Customer Success or Account Management experience is important.


What's in it for you?

  • Work on a consumer facing app used by thousands of merchants and consumers.
  • As we grow, you grow we will fast track your development with a career path that could lead to cross functional and international opportunities, if you're up for it
  • Learning, learning, learning
  • Ability to work on innovative tech and bring your ideas to life.
  • All the perks that come with being one of our earlystage employees
If you are excited about working in a company at the forefront of innovation, taking ownership, and being part of an extremely high-performing team then we'd love to hear from you

Job ID 5e3318d1-96b6-41d7-b843-0c5e6d9cfcd5
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