Customer Success Manager

6 days ago

Christchurch, New Zealand Tribe Full time

Tribe is a dynamic, 100% Kiwi-owned IT services firm with offices in Auckland, Hawke's Bay, Christchurch, and Nelson. We proudly support a diverse range of customers both locally and offshore. Our Christchurch office is located in the vibrant CBD. At Tribe, we offer a supportive and fun work culture, competitive pay, incentives, and a comprehensive benefits package, including company-paid private health benefits.

**Why Join Tribe?**

- Innovative Environment: Work with cutting-edge technology and innovative solutions that make a real impact on our customers' businesses
- Career Growth: Opportunities for professional development and career advancement within a growing company.
- Community Focus: Be part of a company that values community involvement and supports local initiatives.
- Supportive Culture: Join a team that values teamwork, respect, innovation, bravery, and empowerment.

**Role Overview**:
As a **Customer Success Manager**at Tribe, you will play a pivotal role in ensuring our customers receive the best possible services, products, and advice. Acting as our customers' internal advocate, you will champion their needs and requirements daily. This role goes beyond traditional account management, focusing on genuine business and customer alignment rather than typical upselling. You will also be an ambassador within our communities, demonstrating and living our core values: Teamwork, Respect, Innovate, Bravery, and Empower.

**Core Role Responsibilities**:

- Develop a deep understanding of our customers' business needs and translate those needs into engagement and actions that drive high-value outcomes.
- Maintain accurate customer information in our systems to ensure complete visibility across the business.
- Match our various product and service offerings to customer needs and proactively engage customers to drive adoption.
- Ensure our customers are happy and act as ambassadors for our brand.
- Introduce potential customers to Tribe positively and engage them commercially.
- Respond 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, including executive level, key operational staff, and influencers.
- Regularly check over customer billing and reconcile it.
- Act as an internal advocate to ensure any customer issues are resolved.
- Lead and coordinate the commercial response to large or complex service requirements.
- Contribute to wider customer planning within the team.

**Skills, Education & Work Experience**:

- 5+ years of relevant business experience, including account management, sales, and marketing.
- Exceptional interpersonal skills.
- Experience in commercial contract and agreement negotiation.
- Understanding of business management and relationship management.
- Procurement experience is a plus.
- General understanding of project management, specifically modern approaches to technology project delivery.

**What We Offer**:

- **Competitive Salary**:
Attractive compensation package with performance-based incentives.
- **Health Benefits**: Company-paid private health benefits to ensure your wellbeing.
- **Professional Development**: Access to training and development programs to enhance your skills.
- **Flexible Work Environment**: While this is a full-time role, we do offer flexibility to support work-life balance
- **Community Engagement**: Opportunities to participate in community projects and initiatives.

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