POSITION DESCRIPTION Position Title:Client Success Manager (CSM)
Business Unit / Division:Technetics Consulting
Full Time / Office BasedReports to:Sales Manager
Date Prepared:15/05/2024
Primary Relationships:Internal:
Head of Sales
Head of Technology Services
Business Development Executives
Engineers
External:
Vendors
Suppliers
Technetics Clients
Purpose of this Position (Why does the role exist?)As a Customer Success Manager, you'll be the driving force behind our clients' IT success. You'll achieve this by providing them with the support they need to leverage our products and services to their full potential, ultimately extending the value they receive.
Based in Technetics' South Melbourne office, you will work closely with the business development, procurement, and engineering teams to build long-term client relationships and ensure their continued satisfaction with the company's products and services. This involves onboarding new clients, providing in-depth training, proactively identifying and addressing their needs, and advocating for their success within the company. Ultimately, the CSM role is crucial for driving customer retention, account growth, and maximizing the overall value clients receive.
To succeed in this role, you will need strong organisational and administrative skills, a can-do attitude, and a strong work ethic. Ad-hoc tasks as requested by management are also expected. As a member of the Technetics sales team, you will work together to achieve a common goal of delivering exceptional client service and maintaining strong relationships with clients, suppliers, and vendors.
FlexibilityThe company reserves the right to reasonably amend this position description as the role and business evolve, to reflect the job being performed, and the right to make reasonable requests to undertake additional duties that may be required to be performed beyond which is outlined within this document.
Core Responsibilities:Driving Client Success and Revenue Growth:Develop and execute strategic account plans to achieve significant growth in Monthly Recurring Revenue (MRR). This includes identifying upsell and cross-sell opportunities, negotiating renewals, and securing new contracts.Become a trusted advisor by actively promoting and selling hardware and software solutions that maximise value for clients while maintaining a healthy gross margin.Proactively manage client relationships to ensure exceptional account management, fostering long-term satisfaction, and securing referrals. This involves conducting regular client satisfaction assessments and meetings to address needs and concerns and scheduling face-to-face meetings with key clients to foster deeper collaboration and understand their strategic goals.Leverage data insights to identify trends, predict potential churn, and develop strategies to maximise client retention.Communicating IT Strategy for Business Success and Project Management:Deliver comprehensive technical roadmaps for all clients under management. These roadmaps will identify crucial areas for improvement in their IT infrastructure, outline potential technology advancements for optimisation, and address security upgrades.Utilise technical roadmaps strategically to drive project approvals, secure hardware sales, and contribute to overall revenue growth.Manage the successful delivery of client projects.Operational Excellence:Maintain accurate and up-to-date client records, including activity logs, invoices, and action items.Proactively manage client communication by ensuring timely responses to inquiries.Create and maintain detailed reports to track progress and identify areas for improvement in client service and account management processes.The ability to prioritise tasks and manage time effectively is crucial in this aspect of the role, as well as a strong attention to detail and excellent communication skills. Working collaboratively with other team members and being able to adapt to changing priorities is also important in this aspect of the role.
Qualifications, Experience, Attributes: (What knowledge, experience, attributes are required to perform the role at the expected level?)Education, Qualifications, CertificationsEssential: Any form of relevant formal qualificationsRelevant Australian degree (IT, Business, Marketing/Sales, Management)Desirable: ExperienceEssential: Minimum 3+ years' experience in Account Management / Sales roles.Client service experienceDesirable: SKILLS AND PROFICENCIESEssential: Heavy client service focusStrong verbal and written communication skillsSelf-Starter; Organised; Problem-Solver; Detail-OrientedSolution delivery and commercial acumenProfessional communication and presentation skillsWork in a fast-paced, time-sensitive environment with shifting priorities and multiple deadlinesTime management skills, outcomes and deadlines focusWork under supervision and building good working relationships with othersIntegrity, respect for rules, regulations, and policiesPresent ideas and summarise issues succinctly.Desirable: Sales trainingIT technology knowledge / understandingManagerial Breadth:Support:
Role applies sales knowledge and skills to support the client service delivery and/or business decision.
Technical or Sales Expert:
Assigns, schedules, and monitors the work of staff who perform broadly similar tasks, this involves scheduling and allocating work, guiding, instructing, and reviewing staff. Works under minimum supervision.
Leader/ Manager:
Possess accountability for the business practices, and the work of professionals and staff, adopting suitable supervisory involvement commensurate with level of experience and skill of each direct report.
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