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Brisbane, Queensland 4000, Australia • Full-time
Description About us
aXcelerate is a leading SaaS provider of training management systems for vocational education and training (VET) providers in Australia.
We are driven by our desire to help customers transform lives through vocational skills training and are dedicated to being partners with our clients.
Our platform is used by over 25% of Australia's private registered training organisations (RTOs), as well as enterprise, non-government, and government workplace and skills training organisations.
Recognized as a Great Place to Work in 2023, our values shape a culture where every team member makes a meaningful impact.
The role
As a Customer Success Manager, your key responsibility will be to ensure that our customers are fully supported post-go-live and experience seamless interactions with the aXcelerate product and our team.
You will act as a trusted advisor and advocate for your clients, building strong relationships through regular meetings and proactive communication.
You'll gather and assess customer feedback, identify potential challenges, and work cross-functionally with internal teams to address and resolve any issues, ensuring service level agreements are consistently met.
In this role, you'll need strong problem-solving and communication skills, as well as the ability to manage multiple clients and stakeholders.
Your ability to analyse customer needs, offer tailored solutions, and ensure long-term customer success will be critical.
You'll also focus on driving product adoption, identifying growth opportunities, and ensuring that customers realise the full value of our solutions.
Key Responsibilities
Maintain a structured meeting schedule with assigned high-value customers, ensuring regular and meaningful engagement.
Act as a dedicated advocate for our customers, liaising with internal stakeholders to address and resolve their needs promptly.
Produce clear and comprehensive internal reports, detailing SLA adherence, supplier usage metrics, and upcoming product changes for presentation at various levels within the organization.
Identify both risks and opportunities within customer relationships, proactively addressing concerns and seeking avenues for mutual growth.
Escalate and resolve issues that our customers are facing by engaging internal stakeholders.
Serve as a first point of contact and escalation point between customers and internal teams, facilitating seamless communication and conflict resolution.
Provide input into proposals/tenders to best serve the client needs.
Advocate for improving processes for service delivery and drive efficiency in those processes.
Requirements
Prior experience in customer engagement roles (Sales/Customer Success/Service Delivery), ideally in a SaaS environment.
Demonstrable expertise in high-level Customer Experience Management, with a track record of fostering strong client relationships, including C level executives.
Previous experience with either enterprise, government or commercial customer relationship management.
Proficiency in ITIL principles, with a solid understanding of standard service arrangements and bespoke service agreements tailored to individual customers.
Ability to develop detailed customer reports that showcase SLA adherence, supplier usage metrics, and strategic insights to drive positive outcomes.
Strong analytical skills, enabling accurate assessment of client needs and formulation of effective, solutions-based recommendations.
Exceptional written and verbal communication skills.
Experience in IT Service Management or SaaS Industry.
ITIL Foundation accreditation, showcasing a commitment to continuous professional development.
Familiarity with Student Management Systems and Learning Management Systems, particularly within the Education and VET sectors.
Additional ITIL Intermediate accreditation, further validating expertise in service management practices.
What's on offer
Hybrid work arrangement with an office based in central part of Brisbane.
A vibrant, supportive and team-oriented culture, with regular team activities and social events.
A focus on professional development, with internal and external training and a personal $2000 professional development budget each year.
Opportunities for career advancement, we nurture our talent and provide career pathways across the business.
Access for you and your family to an Employee Assistance Program and resources.
Cashback offers and discounts on popular brands through our Swag app.
How to apply
Please submit an up-to-date resume outlining your suitability for the role.
For any queries please contact
We're looking for people who identify with our values - H.E.A.R.T.
: Honesty, Empathy, Acceptance, Respect, and Trust, while also bringing an individual perspective to their work.
If you require any reasonable adjustments during the application process, please let us know.
Role Type #J-18808-Ljbffr