Customer Relationship Manager

2 days ago

Wellington, Wellington, New Zealand Datacom Full time NZ$60,000 - NZ$100,000 per year

A bit about Smartly

We exist to make it simpler for Kiwi businesses to look after their people. We're known as the simple way to sort your payroll for over 20,000 businesses. Our slick software combined with our awesome support team help businesses pay their people on time, accurately and in line with legislation.

We wholeheartedly believe that if you put your people first, everyone wins. Great employees and great employee relationships are still one of the most valuable things a business can have. Look after them, and success, however you measure it, gets easier. Your people win, your customers win, you win.

What we're looking for

As a Customer Relationship Manager, you'll be the driving force behind turning new sales into long-term success. You'll guide customers through their onboarding journey, ensuring they feel confident, supported, and compliant from day one.

What does the job involve?

As a Customer Relationship Manager, you will:

  • Own the end-to-end customer onboarding experience, acting as the central point of contact during implementation.
  • Build and maintain strong customer relationships that drive retention, upsell, and cross-sell opportunities.
  • Serve as the key liaison between customers and internal teams (Sales, Training, Support), ensuring seamless communication and collaboration.
  • Manage multiple customer implementations with strong attention to detail, timelines, and service level agreements (SLAs).
  • Guide customers through Smartly's software, promoting self-service where possible and ensuring a smooth adoption journey.
  • Proactively engage clients via phone, email, and video calls to support onboarding and relationship development.
  • Troubleshoot issues, handle objections, and resolve concerns with empathy and efficiency.
  • Collaborate with internal teams to deliver tailored solutions and ensure customer success.
  • Provide feedback to improve onboarding processes and enhance the overall customer experience.
  • Support pre-sales activities and contribute to proposal creation as needed.
  • Ensure compliance and help clients understand their legal obligations throughout the onboarding process.

What you'll need to bring:

  • Proven experience in customer relationship and account management, with a minimum of 2 years in service delivery or relationship management roles.
  • Exceptional communication and stakeholder management skills, including the ability to explain technical, mathematical, and compliance concepts clearly and confidently.
  • Strong customer focus, supported by emotional intelligence and solid business acumen.
  • Demonstrated ability to manage multiple projects and a diverse client portfolio simultaneously, thriving under pressure in fast-paced, ever-changing environments.
  • Proactive and adaptable, with a results-oriented mindset and the initiative to make autonomous decisions.
  • Familiarity with SaaS, payroll, or software implementation is advantageous.
  • dvanced proficiency in MS Office, CRM systems, and other relevant business software.

What we offer

  • Competitive salary with commission structure
  • Career development and growth opportunities
  • Collaborative, supportive team environment
  • The chance to make a real difference to NZ businesses through Smartly

Apply now

Please submit your Cover Letter & CV by clicking the Apply button.

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