Customer Success Manager

About Objective:

At Objective, we create software that makes a difference. With over 400 people and five development labs spread across Australia, New Zealand, the United States of America, and the United Kingdom, Objective is a leading developer of SaaS solutions for the government.

Our role:

The Customer Success Manager is a subject matter expert in Objective Planning & Building solutions as well as the regulatory process and commitments of the industry. They are responsible for engaging with predominantly existing but also potential new customers, demonstrating innovation within the system, consulting advice, software implementation and advising on best practices where required.

The ultimate goal is to deliver a truly #outstanding customer experience that turns our customers into evangelists and Objective customers for life.

This role reports to the Strategic Engagement & Customer Success Director and does not have people management responsibilities.

A day in your role:

• Customer Satisfaction, Retention and Growth – Contribute to efforts impacting overall customer satisfaction, licence renewal and expansion of Build solutions.
• Consulting and Presales – Early engagement with customers to identify regulatory, implementation, and best practice needs and assist with the business case to buy, expand, or utilize solutions. Provide advice to customers on configuration of Build solutions to meet requirements and integration with other systems.
• Subject Matter Expertise—Maintain a strong understanding of use cases addressed by Planning and Building Solutions and advise customers and opportunities regarding the best way to leverage these, maximize their existing and future investments, and meet all their regulatory obligations.
• Training Design and Delivery—Support the development of content for Planning and Building solutions training to be delivered as a structured online course, as well as refresher training on specific topics based on client demand. Focus on helping customers realise value in their investment and assist with initiatives such as tutorial videos, etc.
• Customer Engagement—Build strong ongoing relationships with technical, operational, and executive stakeholders using Objective solutions at client sites to develop and drive satisfaction, demand, and innovation. Help drive user adoption and value to the business, thereby minimising the threat of competing building consent platforms.
• Revenue Maximisation - Support the revenue targets for the Local Government team. This includes assistance during pre-sales engagements and upgrades, product demonstrations and identification of up-sell and cross-sell opportunities.
• Industry Engagement—Collaborate with industry partners to help determine their present and future day-to-day needs, continually seeking the opportunity to participate in industry initiatives.
• Customer Planning - Develop customer success plans and account plans for each customer in the assigned region.
• Voice of the Customer – Identify trends and needs based on customer feedback, support information and other systems, looking for issues that may prevent the success of the customer and the overall team. Facilitate customer validation on product developments, ensuring a close problem-solution fit and excellent usability.
• Opportunity Management - Support and manage reporting on all opportunities in the portfolio using Sales Force.
• Proposal Development - Ensure customer needs are met regarding the timeliness, quality of the proposal, and outcome.
• Process Improvement—Continuously contribute to improving our internal processes to deliver better experiences to our customers.

Your skills, experience and beyond:

• Deep understanding of the Building Act and associated regulations.
• Able to create and deliver Customer Success Plans that create value for the customer.
• Able to run technical workshops so that users are getting the most out of the software solutions provided by Objective.
• Able to translate customer needs into detailed product requirements.
• Experience of working within a planning and building software industry.
• Excellent communication and presentation skills.

Our benefits:

• Hybrid work arrangements to support work-life balance.
• Access to EAP for confidential counselling.
• Extensive learning resources to develop your skills.
• Regular social events to promote team bonding.
• We are recognized as an endorsed employer for women. Learn more about our benefits on WORK180.

We are an equal-opportunity employer. We do not discriminate based on any protected characteristics or on any other basis prohibited by the applicable laws in the regions we operate in.

To provide a positive experience, please advise our Talent Team of any adjustments or accommodations required during the recruitment process so we can support you.