Customer Success Manager

North Sydney, New South Wales, au
Company: Frollo
Category: Management Occupations
Published on 2021-06-12 06:06:11
Job Description

Client relationship

  • Primary relationship lead into clients at both working/operational level and strategic C-level
  • Develop relationships with customer decision makers, including Senior stakeholder C-Level and product owners to probe and understand your customer's strategic priorities, build trust, and demonstrate Frollo’s value proposition.
  • Advocates for the business goals of customers and anticipates how to meet those goals—and how they will change over time;
  • Educate and guide customers on Frollo products / solutions and benefits to support their goals. Keep customers informed of the Frollo product roadmap;
  • Develop and deliver on Customer Success Plans with Key and Strategic customers
  • Learn customer pain points; understand priorities /urgency; and share this knowledge within Frollo. Represent the ‘voice of the customer’ relating to product enhancements, system upgrades/ incidents/ etc;
  • Reporting monthly as part of vendor governance
  • Attending where required regular client rituals – weekly WIPs etc..
  • Advocate for customers with internal teams to ensure long term retention of customers
  • Negotiate and guide contract renewal/ expiration  

Client delivery

  • Lead ‘Customer Success’ stream of new client delivery projects
  • Project lead as required new client delivery projects.  Managing the respective product delivery streams that form the solution.
  • Lead/facilitate client BAU initiatives, such as:
    • Client projects
    • Client requirements management
    • Release management (actually this might be Ops manager)
  • Business lead management (where required) in projects for new initiative and deliverables. Working with Delivery Manager to ensure delivery objectives are met
  • Performance oversight.  Working with Operations Manager to ensure performance metrics (SLAs are met/exceeded)
  • Proactively and effectively identify technical roadblocks to maximizing customer value and removing the friction before they escalate. marketing departments;
  • Provide support for outages, escalations, etc;
  • Utilise cross-functional teams/partners to address technical roadblocks;
  • The CSM should work proactively to find efficiencies to improve the customer experience and internal procedures.

Customer success

  • Develop and deliver on Customer Success Plans.
  • Monitor health of your customers and complete monthly analysis of growth, decline, risk, and churn;
  • Manage customer growth by reviewing customers’ businesses and identifying optimisation, growth/ expansion opportunities;


What you’ll bring

  • Ability to build strategic working relationships (fantastic interpersonal skills);
  • Strong organisation skills, adaptable and a quick learner;
  • Ability to communicate, listen, and influence (Excellent written and verbal communication skills – experience in an environment that required heavy client contact, documentation and follow up);
  • Ability to work in a dynamic environment with competing priorities – able to shift focus based upon organisational needs and demonstrate high levels of agility and adaptability;
  • Ready to role up sleeves, take charge and make things happen
  • Previous project/task delivery co-ordination experience
  • Previous experience in partnering with Senior stakeholders in mid to large size businesses;
  • Excellent written and verbal communication skills – delivers presentations with solutions linking to business value;

A passion to help us improve …all this being said you will be empowered to define success and make it happen.

Additional Information

 What else matter’s at Frollo?

  • Driven by purpose and impact;
  • Collaborative by approach and defaulting to transparency and communication;
  • Seeks ownership and accountability in equal measure;
  • Seeks to understand a problem deeply for the purpose of being able to offer a solution, not to dwell on the problem.

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