Customer Success Manager

Who are We

Simpro is a global leading Software-as-a-Service (SaaS) field service management solution for service, maintenance, and project contractors. Simpro was founded in 2002 in Brisbane, Australia with operations in Australia, New Zealand, the United Kingdom, and the United States. Simpro empowers our trade service customers to connect the office to the field, deliver exceptional customer service and gain invaluable insights with automated processes, streamlined workflows and in-depth business reporting.

First Things First - What We Can Offer You

• Responsible Time Off (Unlimited PTO)
• Opportunities for growth and development
• Second-to-none product training provided
• Comprehensive Medical, Dental, & Vision Benefits
• 401k/Retirement Plan with 6% employer match
• Flexible work environment
• Dog-friendly office environment
• Free parking
• Happy hours and office games

Job Summary What You'll Do

The Customer Success Manager is responsible for proactively engaging with enterprise customers, facilitating issue resolution, assisting in product utilization improvement, and ensuring sustained customer success.

What You'll Do

• Cultivate and expand strong relationships with assigned accounts, prioritizing customer retention and engagement with the Simpro product suite
• Assess customer health, identify and address potential churn risks
• Demonstrate comprehensive knowledge of Simpro's products to meet and exceed customer expectations
• Set an example in adeptly handling customer inquiries, innovating solutions for intricate challenges, and executing effective client relationship management strategies
• Uphold high customer satisfaction throughout the entire customer journey
• Regularly monitor, prepare, and present reports detailing system utilization, issues, solutions, and adjustments to stakeholders, particularly Senior Leadership and C-Suite Executives, ensuring a successful customer experience
• Foster collaborative relationships with other teams and escalate customer needs when necessary
• Continuously review work methods, suggesting enhancements to practices, systems, and processes

What You'll Bring

• Experience in a similar customer success or account management role within the SaaS industry
• Demonstrated proficiency in managing complex accounts effectively
• Customer-centric approach, committed to delivering optimal outcomes for clients
• Skill in building trust and rapport across stakeholder levels
• Proactive, collaborative work ethic, capable of cross-functional collaboration to achieve superior customer results
• Aptitude for identifying customer pain points and conducting constructive commercial discussions with senior leaders regarding Simpro's value and support for business growth
• Familiarity with customer-facing roles involving business process software
• Rapid ability to comprehend the Simpro product suite
• Solid understanding of cloud-based technologies and systems
• Exceptional problem-solving, customer service, communication, negotiation, and relationship-building skills
• Contributive team player with innovative ideas for user adoption and churn mitigation
• Capability to perform effectively under pressure and achieve targets
• Appreciation for the trades industry is advantageous

Compensation Range: $65,000 - $75,000

Core values required of all Simpro employees

While experience in the above areas will be highly considered, it’s important to note they will be secondary to the person with the right determination, attitude and Simpro compatibility. Our culture and core values are very important to us:

• We Are One Team
• We Own It
• We Innovate
• We Care
• We Have Fun
• We Understand

Simpro is an equal opportunity employer, with a best-of-class on boarding program and a very supportive team environment. Visit simprogroup.com/au/company/careers to learn more about us and our values.

*Please note, no agencies will be accepted in the recruitment of this role. We would like to take this opportunity to thank all candidates for their application.

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