Account Success Lead
2 weeks ago
For nearly six decades, our innovative solutions have fostered meaningful connections between prominent global brands and their clientele.
As we continue to build on our achievements, we are dedicated to enhancing customer experiences through cutting-edge technology, personalized interactions, and our renowned digital signage solutions.
Operating in over 50 markets worldwide, our headquarters is proudly situated in Sydney, Australia, embodying the values of a family-owned enterprise combined with the creativity of a start-up.
At Coates Group, we are committed to Creating Connections, Empowering Partnerships, and Always Evolving.
Through our dedication and innovative spirit, we have established ourselves as industry leaders, consistently achieving accolades while focusing on growth and development.
The Customer Success Manager serves as the primary liaison for enterprise customer support, managing key account relationships.
This role collaborates with support teams, vendors, and operations to ensure exceptional service delivery.
As a subject matter expert, you will play a crucial role in case management and process enhancement.
Key Responsibilities:
- Develop robust relationships with key stakeholders.
- Champion continuous improvement in service delivery.
- Oversee customer onboarding to new processes and solutions.
- Coordinate with Deployment Support teams for seamless transitions.
- Monitor customer feedback through various channels.
- Engage in product feedback and enhancement processes.
- Assist in Technical Support case management to maintain awareness of ongoing issues.
- Ensure oversight of SLA performance, providing feedback on process improvements.
- Highlight special handling requirements to optimize customer support experiences.
- Act as a Knowledge Contributor for your key accounts.
Success Metrics:
- Customer Education: Deliver clear guidance to stakeholders, minimizing escalation.
- Customer Satisfaction: Resolve support issues effectively within SLA timelines.
- Operational Efficiency: Ensure timely and thorough case management.
- Data Analysis: Achieve success in relevant KPIs.
Qualifications & Experience:
A Bachelor’s degree in Business, Engineering, or Computer Science, along with 1-2 years of experience in Customer Success, Enterprise Technical Support, or Technical Account Management in hardware or software environments.
Alternatively, candidates with 5 or more years of relevant experience are also encouraged to apply.
Essential Skills:
- B2B SaaS experience in Customer Success, Account Management, or Technical Support.
- Exceptional written and verbal communication abilities.
- Strong presentation skills with a focus on building trust.
Preferred Skills:
- Experience in the QSR sector, either as a major brand representative or vendor.
- Intermediate proficiency in Microsoft Excel, including Pivot Tables and VLOOKUPs.
- Basic understanding of Networking principles.
Core Competencies:
- Effective Communication: Clearly convey updates and solutions to stakeholders.
- Customer Advocacy: Deep commitment to understanding and addressing customer needs.
- Problem Solving & Adaptability: Identify challenges and adapt to changing circumstances.
- Product Knowledge: A comprehensive understanding of products or services to provide tailored solutions.
At Coates, we are led by a visionary CEO who prioritizes a positive workplace culture. Our growth initiatives offer rapid career advancement opportunities for our talented team members.
Join a collaborative global team that values integrity, individuality, and inclusivity. Our benefits include a competitive annual bonus program and flexible work options, ensuring you never miss important moments in life or work.
Coates Group is an Equal Opportunity Employer, committed to diversity and inclusion in the workplace.
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