Customer Success And Implementation Manager
1 day ago
Customer Success and Implementation ManagerSkip to contentAccount & Relationship Management (Sales) Full timeAdd expected salary to your profile for insightsCapability Group is a consulting company whose purpose is to connect people and change lives through learning. We operate at the intersection of behavioural psychology, learning design and learning technology. We are a New Zealand head quartered company with offices in Singapore, Australia, and New Zealand. We grow adaptive people and agile organisations with leading-edge and impactful OD and learning solutions.We are the APAC partner of Axonify, a Canadian based technology company that has developed a SaaS gamified intelligent microlearning platform that combines adaptive learning, communication and task management to positively change employee behaviour and drive bottom-line business results. Capability Group have successfully implemented the platform in New Zealand, Australia, Singapore, Hong Kong, China, Japan, Thailand, India, Philippines, and Indonesia.About the roleThis is one of our most important customer facing roles. Based in Auckland, you will be part of Capability Group's Delivery team and become the face and voice of Capability Group and Axonify to our clients. The role's main responsibility is to manage the customer success programme for a selection of existing Axonify customer relationships in Australia and New Zealand, acting as a trusting advisor to ensure they realise the value of the platform. You enjoy delivering excellence, possess fantastic analytical skills and business acumen, and can dive deep into a new technology product to learn it inside out. In addition, you are committed to consistently delivering high customer service goals.In this role you will be responsible for:Customer Success:Ownership of a selection of existing Axonify customer relationships throughout Australia and New ZealandEnsure renewal of customers and identify opportunities to grow footprint within the customer environmentPrepare account plans, assist in new customer launch activities, conduct account reviews, and provide other support as required to enable customers to optimise their use of the platformAssist customers in providing product feedback and requestsSupport and project manage regular BVAs with clientsWork with customers to ensure they are aware of and make use of new product featuresRecommend changes in products, service, and policy by evaluating results and competitive developmentsMonitor competition and marketplace information. Present any new product or developmental opportunities as requiredUnderstand and translate business needs into technology-based solutionsTechnical support and project management of implementations as requiredSkillsExcellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful and conscientiousAbility to analyse and interpret the needs of clients and offer the appropriate options, solutions, and resolutions requiredExcellent written and oral communication skills - You must be able to convey technical jargon in a wide-array of syntax from beginner to advanced level users in our tickets as well as knowledge base articlesAbility to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalationProvide structure and organisation in a very dynamic environmentAdaptable and flexible as organisation needs evolveDetail and action orientedExperienceUniversity degree (background in a Business or related programme is preferred)2+ years of experience in customer facing roles3+ years of project management experienceExperience supporting web-based applications in a customer service or help-desk environmentPrior customer service and technical support experience is essentialExperience in conflict resolution, data analysis and problem-solving skills are required to effectively deal with customers in crisis or looking to optimise their use of the platformExperience troubleshooting in a SaaS environmentFluency in English (reading, writing, and speaking), additional languages a nice to haveYour application will include the following questions:Which of the following statements best describes your right to work in New Zealand? How many years' experience do you have as an Implementation Manager? What's your expected annual base salary? How much notice are you required to give your current employer?To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory.What can I earn as an Implementation Manager
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