Client Success Manager (CSM)

Posted 12 March 2024
Salary$150000 - $165000 per annum
Job type Full time

Job description

DFP Recruitment are partnering with a national organisation who have continued to grow through the covid lockdown and are now branching out overseas. Due to this growth, they are now looking to bring onboard a Client Success Manager (CSM). With a strong commitment to customer satisfaction and a focus on building long-term relationships, this organisation has established themselves as a trusted partner in the industry.

As a Customer Success Manager (CSM), you will be responsible for managing a portfolio of key client accounts and developing strategic relationships. You will serve as the main point of contact for clients, understanding their business needs, and providing solutions to maximize customer satisfaction, reference ability and drive revenue growth.

Key Responsibilities include:
Account Management:
Development and execution of a client management plan for each client.
Is the primary point of contact for all client related items.  
As the primary escalation point, the CSM will, have a clear understanding of the major client related issues and be responsible for clearly communicating these back into the Operations team by updating the CLOPS ticket with relevant and detailed information that helps the Operations team understand the nature and reason for the escalation.
Develop a clear understanding and prioristisation of client service requests to feed into the delivery teams.
Managing and fostering a positive relationship with their clients.
Operational management and coordination of the annual subscription and renewal process:
Managing process to manage these activities while working collaboratively, with the MD Global HE Partnerships and Finance.
Revenue achievement:
Assist with development of the strategy required to secure new business (upsell) and actively participate in the necessary activities (presentations/workshops/discussions) to generate new pipeline and sales.
Identify and assist in the qualification of new upsell opportunities through the engagement with clients.
Presenting and coordinating demonstrations of the organisations solution to existing and new clients.

Skills and Experience Required:

● Extensive experience managing key relationships in major accounts (ability to transcend multiple levels within an organisation)
● Ideally having recent experience in the Higher Education sector as CSM or Presales Specialist.
● Strong business acumen.
● Outstanding stakeholder engagement with excellent written and verbal communication skills.
● Solid organisational capabilities including attention to detail and multitasking skills.
● Ability and willingness to spend shorts periods (2-3 days) every month interstate or as required.
● Ability to thrive in an ever-changing, upbeat environment.
This organisation knows their success to date has been due to their employees, and as such they put people at the heart of everything that they do.

At this company they offer:
● An excellent culture, where they encourage growth and learning, ensure open communication and place an emphasis on work-life balance and flexibility.
● An opportunity to join a fast-growing organisation where you will have a wide sphere of influence.
● The opportunity to implement solutions within a continually growing industry.
● Start-up, stable working environment within a small team providing broad opportunities to learn new skills and gain experience beyond your immediate role.

If you would like to be considered for this fantastic, permanent opportunity, please send your resume in Word Format, clicking on the "APPLY NOW" button or for a confidential phone chat, please call Katrina Thorburn at DFP Recruitment on 0407862279.

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.