Customer Success Manager

2 days ago

Auckland City, New Zealand Spark New Zealand Full time

**Who We Are**

We're inspired by the power of transformation. The data-driven innovation we deliver for our customers lets them transform today to redefine tomorrow.

Qrious is owned by Spark NZ and offers a range of products and services across data, analytics, AI, and data-powered customer engagement.

**Vision For Role**

As Customer Success Manager, you'll work as a trusted mentor for our customers. You'll form direct relationships with our key customers and provide them with timely value propositions. This helps customers grow and achieve goals while simultaneously strengthening their partnership with Qrious.

You will collaborate closely with our Advisory and Technology teams to understand Qrious and Spark Business Group's top capabilities and technologies, positioning them for solutions that provide significant value for our clients.

You don't have to be an expert in all of our teams' functions, but it's essential to have a general understanding of how it can benefit a client and to know when to involve Subject Matter Experts in discussions. Coordinating their input is crucial to successfully address opportunities.

**Functional Responsibilities**

You'll be the face of Qrious' capability and expertise to the market. From pre-sales to post-purchase, you'll be responsible for a variety of tasks to create a mutually-beneficial relationship with our key customers.

**1. Advocate for the company.**

Since you'll be working one-on-one with key customers, you will have a significant impact on our customer base. You will serve as an advocate for Qrious, communicating to customers how we can address their specific needs. Building a positive reputation with customers will not only keep them satisfied, but it will also encourage them to refer others to Team Qrious.

**2. Encourage upsells and cross-sells.**

You will work to enhance key customers' lifetime value through upselling and cross-selling strategies. Your goal is to support customer objectives, providing opportunities to introduce additional Qrious products and services that will aid in achieving those goals. When key customers are up for renewal/re-signing, you will support the account team during these discussions while proactively seeking out additional opportunities.

**3. Follow up on renewals.**

The job of the CSM is to create loyal, repeat customers instead of one-time users. This is why renewals are key for this position. CSMs should keep track of customer product expiration dates — whether they be monthly, quarterly, or annually — and follow up with customers to renew their contracts. Without following up, you risk potential churn which impacts your customer retention rates.

**4. Onboard new customers.**

You'll demonstrate the value of working with Qrious. Before a new customer can fully commit to a partnership, you will emphasise the specific value it will bring to their individual situation. You will collaborate with the account team to personalise the onboarding experience by including a personalised kick-off call (sometimes with the CEO), specialised training, or tailored documentation that highlights how our service/product addresses their specific pain points.

**5. Build relationships between customers and the support teams.**

There are some questions customers will have that aren't the responsibility of the Customer Success Manager. Technical issues, minor product problems, and basic business questions should be geared towards our relevant support and delivery teams. You'll foster a relationship between customers and these supporting functions, making it easier for customers to solve small or short-term problems.

**6. Be the voice of the customer.**

As the primary point of contact for key customers, you'll take ownership in advocating for their needs. You will develop a comprehensive understanding of key customers' likes and dislikes with our products and services through NPS, surveys, reviews, and referrals. By organising, analysing, and sharing this information with other departments, you will ensure that key business decisions at Qrious always take into account the voice of the customer.

**Experience & Qualifications**
- 5+ years working in the technology industry
- Proven experience in a customer-facing role
- Strong analytical and problem-solving skills
- Experience in upselling and cross-selling techniques
- Knowledge of customer relationship management (CRM) tools
- Experience in creating and implementing customer success plans
- Ability to manage and prioritize multiple projects
- Strong understanding of the industry and market trends
- Proven ability to build and maintain relationships with key stakeholders
- Bachelor's degree in a relevant field (e.g. business, marketing, communications)
- Proficiency in data analysis and reporting
- Strong understanding of customer service principles and practices
- Strong presentation and public speaking skills

**Guide KPIs**
- Customer retention rate
- Net Promoter Score (NP

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