Customer Success Manager

2 days ago

Christchurch, New Zealand Tribe Full time

Tribe is a dynamic 100% kiwi owned IT Services firm with 7 locations nationwide _and_ a proud Datto Blue Diamond Partner. We are searching for an experienced Customer Success Manager for our growing Christchurch office, located in the heart of the CBD. Besides an awesome and fun work culture, Tribe also offers competitive pay, incentives, and benefits package (including company-paid private health benefits).

**Role Overview**:
The Customer Success Manager is a pivotal role within Tribe to ensure that our Customers are connected with the best possible services, products and advice from across our business. You also act as our Customer's internal advocate, championing their needs and requirements on a daily basis. The role is more than a traditional account management role as we look for genuine business and customer alignment, not just typical upsell. You will also be passionate about acting as an ambassador within our communities demonstrating and living our core values - **T**eamwork, **R**espect, **I**nnovate, **B**ravery and **E**mpower

**Core Role Responsibilities**:

- Actively work with all of our customers to develop a deep understanding of their business needs and translate those needs into engagement and actions that drive our customers forward with high value outcomes.
- Maintain accurate customer information in our systems to ensure complete visibility of customer across the business.
- Look to match our various product and service offerings to our customer needs and proactively engage customers to drive adoption - making smarter business possible
- Making sure our customers are happy and ultimately act as customer ambassadors for our awesome brand.
- Ensuring that potential customers are introduced to Tribe in a positive manner, and are commercially engaged.
- Responding to customer and potential customer requests for service or product pricing (creating and closing commercial proposals).
- Maintain relationships at all levels with customers and potential customers (executive level, key operational staff and influencers).
- Checking over customer billing and reconciling this on a regular cycle.
- Ensure customers are happy with the services delivered by Tribe and act as their internal advocate to ensure that any issues are resolved.
- Lead and coordinate the commercial response to large or complex service requirements.
- Contribute as necessary to wider customer planning within the team.

**Skills, Education & Work Experience**:

- 5 + years of relevant business experience, including account management, sales and marketing experience.
- Exceptional interpersonal skills
- Commercial contract and agreement negotiation experience.
- Understanding of business management and relationship management.
- Ideally a tertiary degree or similar.
- Procurement experience a plus.
- General understanding of project management, specifically modern approaches to technology project delivery.

The **Customer Success Manager** role will give you the opportunity to work with an awesome Tribe of people, learn from some pretty bright minds, whilst also allowing you to bring in your own ideas and knowledge.

**About Tribe**:
Tribe is a progressive IT consultancy firm who understand business and put people first. We don’t just fix problems we go all-in to identify opportunities and value for our customers. We specialise in technology by design and done in partnership with our customers, not done to them. Our Tribe of experts make smarter business possible With offices based across NZ Tribe is proud to help a diverse range of customers both locally and offshore.

Every member of our Tribe is committed to our core values - Teamwork, Respect, Innovate, Bravery and Empower. This is what makes our Tribe

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