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Customer Success Manager
2 weeks ago
AskNicely is the award winning customer experience platform for service businesses and we’re on a mission to make frontline work more rewarding. With teams in the United States, New Zealand and the Netherlands, we’ve got backing from amazing venture capital partners to pioneer a new category of software that will improve the daily lives of millions of frontline workers. - Are you ready to embark on an exhilarating journey with us? We're on the hunt for an enthusiastic Customer Success Manager to become the hero for our Asia-Pacific customers and join our Hi-Tech Award-Winning team in Auckland. At the heart of our Customer Success team lies the magic that transforms our product, our growth, and our customers' ongoing success. Join us_ **Responsibilities**: - Collaborating with the sales team on account strategy development for assigned customers, understanding and defining customer vision and strategy for maximizing their investment in AskNicely products. - Creating and executing success plans for each customer segment, outlining the use cases, outcomes and key business value to be achieved, with corresponding success metrics; - Acting as a trusted/strategic advisor to each customer helping to drive continued value of our products and services; - Running Quarterly Business Reviews (QBRs) with each of your accounts with ability to communicate efficiently with C-Level Executives; - Driving adoption of AskNicely products and accelerating time-to-value; - Influencing through persuasion, negotiation, and consensus-building; - Monitoring and improving customer satisfaction metrics; - Tracking accounts to identify churn risk and working proactively to eliminate that risk; - Identifying and/or developing upsell and renewal opportunities and partnering with the appropriate teams to progress. - Developing, preparing, and nurturing customers for advocacy. - Working with the Solutions Engineer to maintain and develop Business/Technical Champions. - Partnering with other Customer Support teams to ensure that account issues are managed through to successful resolution **Requirements**: - Minimum 2-3 years of experience as a customer success manager at a SaaS company - Ability to quickly understand our customers’ needs, take ownership, and develop and execute a strategy with the team that positively transforms their business, drives operational excellence and adds value; - Experiences in forecasting and risk mitigation as well as setting up recovery plans for our customers; - A bachelor’s degree or equivalent experience (relevant degrees could include MIS, Computer Science, Business, etc.); - General knowledge of/experience in the SaaS/Software industry, with the ability to learn about and understand enterprise software products and business solutions; - Always think of the customer first, and are passionate about providing amazing customer experiences; - Have a flexible mindset, and can adjust on the fly to balance competing priorities and projects; - Have excellent listening, communication and presentation skills with a strong ability to work collaboratively across the organization; - Can understand and communicate technical and business concepts and needs to diverse audiences - Business level Spanish would be a bonus **Benefits** - Free optional health insurance through Southern Cross - Accrue up to 4 weeks annual leave - plus an 5 extra "Nice Days" per year - A beautiful office space at the B:Hive - Flexible, hybrid work environment - Up to $1,500 Learning and Development reimbursement per year for personal or professional growth **Cultural Pillars** If, like us, you put a lot of value in culture, lifestyle and opportunity as well as benefits, you'll like what's on offer here (watch this). Lot’s of people ask about the culture at AskNicely. There are three non-negotiables to what we call “living in the purple”: - Be _NICE_: We believe a great business can be built by nice people that are nice to each other. - Play to _WIN_: Bring your "A" game. We have high standards but favor speed over perfection. - Love your _FEEDBACK:_ Get feedback to improve your game and give feedback generously to help others improve theirs.
