Customer Success Manager

Overview   
SurePact is a multi-award-winning company delivering a cloud-based enterprise SaaS solution that concentrates on government and corporate requirements for risk management. SurePact focuses on delivering projects and contracts with an inclusion of procurement processes through to asset realisation. SurePact's grant management solution tracks the taxpayers' dollar to provide a strong emphasis on visibility, transparency and accountability via analytics allowing for competent business intelligence decisions.
  
We are in scale-up mode, and we are ready to expand our Customer Success team to take us on the next stage of our strategic growth and continue our mission to become a truly global market leader in risk identification and management.
  
As a SurePact Customer Success Manager, you will be responsible for providing an extraordinary customer experience through product knowledge, industry experience, handling customer requests professionally and demonstrating a strong empathy for all our users. Reporting to the Head of Customer Success the Customer Success Manager is responsible for driving onboarding, adoption, engagement, renewal, and growth of the SurePact platform.
  
Our team members exhibit strong customer advocacy skills, an entrepreneurial spirit, remain calm under pressure and thrive on driving results with our customers.

Responsibilities   
Day to day management of assigned customer portfolio, working closely with customers to ensure a deep understanding of the value of the SurePact solution with the goal of renewing subscriptions and identifying revenue expansion opportunities.

  • Responsible for key customer success metrics, including solution adoption, expansion, renewal, churn and customer satisfaction.

  • Establish and grow relationships with key decision makers and executive sponsors across the customer organisation.

  • Execution of complete onboarding process including training and post go-live support activities.

  • Creation and ongoing management of account plans, working closely with Head of Customer Success to develop appropriate strategies and recommendations for account retention and growth.

  • Completion of regular client business reviews incorporating best practice usage recommendations and industry benchmarks.

  • Conducting product demonstrations to showcase product features to customer base.

  • Creation of best practice tutorials and training materials with a keen focus on continuous improvement and evolution.

  • Work closely with product team to identify new features sets based on customer requirements providing advice and guidance on feature benefits.

Required Skills/Experience

  • 3+ years in a customer success or account management role in a SaaS environment.

  • 5+ years in customer facing role for a software vendor ideally within the Construction/Infrastructure/Building sector. Experience with local government would be advantageous.

  • Experience in delivering product demonstrations and training sessions both onsite and online.

  • Proven ability to manage multiple customers at different stages in their lifecycle while paying strict attention to detail to meet their differing needs.

  • Experience working in collaboration with product teams as a customer advocate to successfully justify development decisions based on client requests.

  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organisation.

  • Proven ability to work autonomously and manage your own time, motivation and work load.

  • Excellent listening, negotiation and presentation skills.

  • Excellent verbal and written communications skills.

Find out more: www.surepact.com

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