Customer Manager – Subscriptions SAAS environmentManagement (Information & Communication Technology)
Full time
Do you have experience within a subscription-based business with a SAAS background? If you do, this is a great opportunity as we are seeking an experienced Manager to lead our fast-paced, growing team of Customer Service Representatives within the Manufacturing Solutions part of our business. The suite of products we offer our clients includes SolidWorks, 3DEXPERIENCE, and more.
This role is a full-time position, where you will be working from the Pymble office. From time to time, you will be expected to travel to various customer and/or office sites; however, the majority of your time will be in the office.
You will work closely with the Chief Operating Officer and our National Sales Managers across Australia & New Zealand to assist in defining and implementing customer success programs aimed at maximizing our subscription customer retention for the Manufacturing Markets in Australia and New Zealand.
You will lead a team of Customer Service Representatives (CSRs) who are each given a state-based territory, interacting with customers at some of Australia's and New Zealand's most innovative companies.
Focus Areas - Key Performance IndicatorsCustomer Coverage:Define contact metrics for all Professional, Gold, and Platinum categories aligned with Ci Go to Market Strategy.Ensure all CSRs are trained and implement plans to achieve these metrics.Define engagement metrics for all Professional, Gold, and Platinum categories (including Portal and Tool usage) aligned with Ci Value Proposition Strategy and implement programs to ensure CSRs are trained and implement plans to achieve these metrics.Ensure all customers achieve the defined level of contact prior to the primary renewal date for their Service Plans with Ci.Renewal Performance:Customer accounts receive new term price and subscription entitlements information prior to renewal as per the agreed benchmark for the role.Customer accounts achieve on-time renewal targets for ANZ as per the agreed VCP and action plan for the role.Subscription accounts achieve subscription renewal targets for ANZ as per the agreed targets and action plan for the role.Customer Success Management:Collaborate with other key managers to oversee Customer Success Activities for ANZ Manufacturing Solutions.Develop and implement priority management practices for CSRs.Ensure CSR calls meet agreed quality benchmarks (e.g., planning, notes, call flow, follow-up, notes in CRM).Ensure CSRs comply with agreed sales policies and processes as per agreed quality benchmarks, particularly discount policy and sales methodology.Assist the Chief Operating Officer, National Sales Manager, and Customer Care Manager to prepare an annual plan for customer accounts that is reviewed and amended quarterly.Work with Finance, Chief Operating Officer, and National Sales Managers to prepare weekly subscription reports and monthly executive reports including trend analysis and required actions.QualificationsApplicable Tertiary Qualifications (Bachelor of Commerce, Marketing, Business, etc.) or equivalent industry experience desirable.Experience3+ Years of experience in customer service, preferably involving technology in B2B markets.Experience in subscription businesses and understanding of subscription business models (desirable).3+ years of people management experience (teams of 3 people or more) in a sales or customer service setting.2+ years of people management experience (teams of 4 people or more) in a sales or customer service setting.SkillsDemonstrated effective leadership skills including managing team performance.SAAS professional background experience.Demonstrated ability to identify problems and define and implement solutions.Decisive and quick to act on problems, ready to respond to competitive pressures.CRM experience.Microsoft proficiency.Power BI (desirable, however, training will be offered to the right candidate).Commercial business acumen and effective communication skills (both oral & written).Calm when dealing with people at all levels in a business setting.Capable of communicating effectively with senior management in a business setting.We offer a competitive base salary and the ability to earn commission based on performance and company success.
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