Customer Success Manager

2 weeks ago

Auckland City, New Zealand XREF Full time

Company Description

At Xref, we’re on a mission to bring positive change to the talent lifecycle. Xref is a best-in-class, global solution that services HR professionals across all industries. Xref automates reference, pulse and exit surveys, for data-driven actionable insights.

After launching as a startup in 2010, we are now a global, publicly-listed and profitable business with more than 1,200 happy customers all over APAC, Europe and North America.

**Job Description**:
Due to an internal move, we are looking for a dynamic individual who has a passion for building relationships and can offer best in class customer service to our clients.

As a Customer Success Manager you will drive the onboarding of clients, adoption of the Xref platform and oversee usage trends. You will be a central point of contact for clients in addition to being technically focused when supporting client integrations.

**What you can expect your weeks to look like**:

- Onboarding new clients onto the Xref platform and via our integrations
- Holding training on the Xref platform and running sessions for new and existing users, both on zoom and occasionally face to face
- Building and nurturing customer relationships with HR and recruitment teams to understand their business goals and challenges
- Organising and attending quarterly account reviews
- Building usage reports and client presentations based on account performance
- Assisting the sales team to map client journeys
- Partnering with customer support consultants and the development team to resolve queries and product troubleshooting.

**Qualifications**:
**If you can answer yes to the following, we’d love to hear from you**:

- You are currently working within Customer Success or a similar client management focused role within a SaaS business
- Proven track record of building strong client and internal stakeholder relationships across all levels within an organisation in addition to managing senior stakeholder expectations
- Experience of working with technology and enthusiastic about digging into the detail of how the Xref platform and integrations work
- Comfortable presenting to external teams to onboard Xref clients and run training sessions
- A pro-active and creative self-starter with strong attention to detail and analytical skills
- A natural communicator to manage internal and external stakeholders
- You love to get involved in team activities, but can also work autonomously.

Additional Information
**Why choose Xref?**
- ** Flexible Work Approach** - We value a more outcome driven approach to work and offer a full flexible work approach.
- ** Career Development** - Whether you're taking on new responsibilities, following your passion to a new area of the business or starting an adventure in any of our other global offices - we're proud to offer tailored opportunities.
- ** Birthday Leave** - We love any excuse to celebrate - here’s an extra day off just for you.
- ** Events** - We’re a social bunch and sure know how to have a good time. We keep work fun

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