The Customer Success Manager (II) is responsible for maintaining strong relationships with HSI small- medium clients, supporting their experience with HSI products and services, achieving account growth (upsell) and retaining the license long term (renewal).
This role requires excellent communication and business acumen, a strong understanding of product capability and solution based selling expertise to optimize the customer experience and add value with HSI products.
In order to be successful, the CSM needs to excel at internal and external stakeholder engagement, align customer objectives to solutions within the HSI suite of products & services, identify and mitigate retention risk and advocate for the customer.
Essential FunctionsPlan and lead client account meetingsPlan and host Executive Business Review sessions for high value customersBuild and maintain relationships with key stakeholders (internal and external)Develop and report on Customer Success PlansProactively manage account retention to achieve renewal quotaIdentify and pursue opportunities for account growth and achieve upsell quotaProvide system demonstrations to clients to facilitate upsell opportunitiesWork with clients to ensure appropriate configuration and optimal use of product(s)Contribute to client retention strategies and projectsMaintain knowledge of contract obligationsEngage the HSI support team to service the customer in accordance with SLA'sMaintain client records, renewals & upsell opps in CRM and other toolsGather customer insights and identify trends and patterns for business improvementOversee customer escalations and work with internal stakeholders to achieve resolutionDevelop and share best practice with team members to continually improve the quality, effectiveness and efficiency of our processesSolicit customer insights & share with relevant stakeholdersKPI'sAnnual renewal quotaAnnual upsell quotaCompetenciesDriven to support a great customer experience & achieve renewal / upsell quotaOwnership of client portfolio and deliverables to ensure client needs are metCommunication to build rapport with internal and external stakeholdersResourceful with the ability to work both as part of a team, and autonomouslySolution Focused in seeking to understand client's objectives and ways the system can support thisTechnically savvy in order to provide high quality system demonstrations that meet customer needsQualifications2 + years' experience of managing client accounts1 + years' experience in achieving account growth targetsExcellent communication and problem-solving skillsHave an interest in technology and master new technology easilyExperience in a Health, Safety and/or Employee Wellbeing roleExperience using HSI systemsExperience with data and reporting toolsExperience with Sales Force (or similar CRM)Proficient MS Office applicationsWhat's in it for you?Access to a confidential and free EAP Service (Employee Assistance Program)Birthday Bonus Day – A day of paid leave for your birthday!Access to FlareHR Employee Benefits & Discounts, including Novated LeasingHotel Discounts for yourself, family + friendsTuition Reimbursement – We are constantly looking to foster development and growth which is why we support eligible employees with education expenses.Volunteer Leave – We believe in giving back and supporting activities that serve the community which is why our employee's are entitled to 16 hours of volunteer leave per year to support causes that align with our mission 'Connection Workplace Safety, Compliance and Employee Development'A flexible working environmentA collaborative and supportive team-based environmentOur cultureLife at HSI is underpinned by our key values:
#OwnIt - We do what we do with passion and enthusiasm.
We take responsibility and just get the job done.
#Better - Creating new and better ways for our team and organization to be successful.
As an organization and as individuals, we are a work-in-progress always striving to be better.
#GotYourBack - We're a company that fosters collaboration, teamwork and innovation.
We work exceptionally hard and celebrate our wins together.
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