**Job Title: Customer Success Manager - Remote Work**
**Company: Spectra Energy**
**Location: Canberra, Australian Capital Territory, AU**
**Job Type: Part-time**
**Seniority: Mid-to-Senior Level**
**Years of Experience: 7**
**Application Deadline: ******** **
### Job Description
**Overview:**
Spectra Energy is seeking a dedicated and experienced Customer Success Manager to join our team in a part-time capacity. This remote position will play a critical role in enhancing customer satisfaction, driving adoption, and ensuring long-term success for our clients. You will be responsible for developing strong relationships, understanding customer needs, and effectively addressing their concerns. We are looking for someone who embodies resilience, is hardworking, and has a passion for empowering customers to achieve their business goals.
### Key Responsibilities:
1. **Customer Engagement:**
- Build and maintain strong, long-lasting customer relationships through effective communication and fostering trust.
- Act as the primary point of contact for customers, addressing inquiries, providing solutions, and escalating issues as necessary.
2. **Onboarding and Training:**
- Guide new customers through the onboarding process to ensure a smooth integration of our services.
- Conduct training sessions and workshops to equip customers with the knowledge needed to utilize our products effectively.
3. **Customer Advocacy:**
- Understand customer needs and goals, advocating for their requirements with internal teams to assist in product improvements and enhancements.
- Gather and analyze customer feedback to inform product development and service delivery.
4. **Performance Metrics and Reporting:**
- Monitor and track customer engagement metrics, usage data, and overall satisfaction to proactively address potential issues.
- Prepare and present detailed reports on customer health, product usage, and retention forecasts to relevant stakeholders.
5. **Negotiation and Conflict Resolution:**
- Utilize strong negotiation and decision-making skills to resolve conflicts and negotiate the terms of service as needed.
- Address any service interruptions or quality issues promptly and professionally, ensuring customer satisfaction is maintained.
6. **Renewals and Upsells:**
- Drive customer renewals and identify opportunities for upselling additional services or products to meet customer needs.
- Implement strategies to reduce churn and foster customer loyalty.
7. **Collaboration and Strategy:**
- Collaborate with sales, marketing, and product development teams to relay insights and trends observed from customer interactions.
- Contribute to the development of customer success strategies that enhance the overall customer experience.
### Requirements:
- **Education:** Bachelor's degree in Business, Communications, or related field is preferred.
- **Experience:** Minimum of 7 years of experience in customer success, account management, or a similar role within the technology industry.
- **Skills and Traits:**
- Strong negotiation and decision-making skills, with a track record of resolving complex customer issues.
- Exceptional communication skills, both verbal and written, with the ability to influence and engage stakeholders at all levels.
- Hardworking and resilient personality, capable of thriving in a dynamic, fast-paced environment.
- A data-driven mindset, with the ability to analyze metrics and derive meaningful insights that drive customer success initiatives.
### Benefits:
- Visa sponsorship available for eligible candidates.
- Paid Time Off (PTO) to support work-life balance.
- Disability insurance to ensure peace of mind and security for our employees.
### Working Environment:
At Spectra Energy, we uphold the highest standards of ethical conduct and integrity. We foster a collaborative and inclusive working environment that respects diversity and encourages growth and development for all employees.
### Equal Opportunity Statement:
Spectra Energy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from individuals of all backgrounds, regardless of race, gender, sexual orientation, age, disability, or any other dimension of identity.
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**Join our team and help us empower customers on their journey toward success! Apply by the deadline of October 2, 2024.**How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
