Senior Customer Success Manager

5 months ago

Christchurch, New Zealand Banqer Full time

**Banqer**

Banqer is Australasia's leading financial EdTech company, having empowered over half a million students with our innovative technology to develop their financial capability.

Education and people are at the heart of our business, seamlessly integrated with cutting-edge technology. We’re continuously growing, and striving to have the greatest impact we can on individuals and local communities, while driving commercial success to further fuel our mission. This is why we’re leading the pack when it comes to financial education software, both locally and internationally.

**The Role**

We’re seeking a motivated Senior Customer Success Manager to join our high-performing Customer Success Team. You’ll collaborate closely with our overarching Revenue Department, particularly with our Sales Team, and report to the Co-CEO overseeing growth. In this role, you’ll oversee the Australasian market, focusing on customer success strategies in relation to our secondary school financial education platform, Banqer High.

Key Responsibilities:

- **Customer Onboarding and Training**: Lead the onboarding process for new customers, ensuring a smooth transition and effective platform use, while conducting training sessions to maximise adoption.
- **Customer Retention and Engagement**: Develop and implement retention strategies, engage with educators for feedback and support, identify upsell opportunities, collaborating with sales to deliver tailored upsell strategies.
- **Relationship Management**: Build and maintain strong relationships with key stakeholders, acting as the primary contact to meet needs and identify upsell opportunities.
- **Performance Monitoring and Reporting**: Track and analyse customer success metrics and KPIs, preparing regular reports on customer satisfaction and platform usage.
- **Strategy Development**: Collaborate within the Revenue Team to develop and refine customer success strategies, identifying and executing upselling opportunities.
- **Issue Resolution**: Proactively identify and resolve customer issues, coordinating with product development to address technical challenges.
- **Market and Product Insights**: Gather customer insights to inform product development and stay updated on industry trends and competitor activities.
- **Team Leadership and Collaboration**: Mentor the Customer Success Representative, fostering a collaborative environment, and align efforts with sales, marketing, and product development teams.
- **Customer Advocacy**: Advocate for customers within the company, ensuring their needs are prioritised, and develop case studies and testimonials to highlight successful customer experiences.

**Requirements**:
We're explicitly looking for someone who has strong Customer Success Management experience, with a proven track record of delighting customers as they drive retention, manage onboarding, and identify upsell opportunities. While we're always happy to train on the job for some aspects of the role, as a start-up, it's important you can hit the ground running with confidence.

Now you know the key responsibilities of the role, who are you?
- **Relevant Experience**: You've got proven experience in a similar role, preferably within a software development or start-up environment, and you're comfortable in a fast-paced setting with changing demands.
- **Strong Communication**: You have excellent verbal and written communication skills, with the ability to build rapport quickly and effectively.
- **Self-Starter**: You demonstrate initiative and can work independently, reliably getting the job done.
- **Emotional Intelligence**: You possess high emotional intelligence, allowing you to understand and manage both customer and internal team emotions effectively.
- **Problem-Solving**: You're strong in analytical and problem-solving abilities, able to address and resolve customer issues effectively.
- **Time Management**: You excel in organisational and time management skills, handling multiple tasks and meeting deadlines efficiently.
- **Resilience**: You remain calm and composed under pressure, handling difficult situations with patience and professionalism.
- **Team Leadership**: You have experience mentoring and supporting team members, fostering a collaborative environment.
- **CRM & CS Tools Proficienc**y: You're proficient in using CRM and Customer Success tools; familiarity with ActiveCampaign is a plus, but we will provide training as needed.
- **Flexible Working Hours**: On an ad hoc basis you can adjust your hours to work until 7pm, ensuring accessibility to the Australian educator market.
- **Collaborative In-Office Culture**: You embrace an 'office first' culture, working shoulder to shoulder with your colleagues to foster a collaborative and engaging work environment.
- **Passion for Financial Education**: You're committed to Banqer's mission of promoting financial literacy and have a passion for financial education.

**Benefits**

At Banqer, we're comm

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