The Role nRelational Development
nIn this role, you will foster strong relationships with customers at all levels, ensuring their strategic and operational goals are aligned. You will conduct regular meetings to review progress, address challenges, and plan future actions. Implementing a governance model to manage relationships and commercial activities post go-live is essential. You will develop and align long-term strategies and roadmaps with customer objectives, serving as the primary escalation point for unresolved issues. Collaborating with customers to plan budgets, resources, and timelines is also a key responsibility. Regularly measuring and improving customer satisfaction through feedback and actions, participating in local and global user community activities, leading customer onboarding and relationship-building efforts, and influencing strategic decisions as a member of the Steering Committee are also integral to the role.
nCommercial Development (Up- and Cross-selling)
nYou will identify and pursue up-selling and cross-selling opportunities, overseeing the entire sales process from opportunity identification to deal closure. Providing insights and expertise to support the sales team during the sales process and offering forecasts based on the commercial potential of customers are crucial. Managing sales opportunities and forecasts within relevant systems and ensuring customer-level profitability by collaborating with internal teams will also be part of your responsibilities.
nContract Management
nIn managing contracts, you will ensure contract conditions are clear and properly monitored, overseeing the financial aspects, including fees and rates. Establishing and maintaining contractually agreed reporting and support activities is essential. You will monitor current framework agreements and propose changes as needed, secure purchase orders for various services and products, and handle escalations for overdue invoices.
nThis comprehensive role requires a proactive and strategic approach to relational development, commercial growth, and contract management, ensuring customer success and satisfaction.
nThe Right Fit for the Role
nWe are looking for a Customer Success Manager with the following qualities and experiences:
nnRelational Skills: Strong relationship-building and maintenance abilities. nStrategic Thinking: Capable of developing long-term strategies. nCommercial Acumen: Experience in up-selling and cross-selling. nNegotiation Skills: Skilled in contract negotiations. nCustomer Focus: Committed to meeting customer needs and satisfaction. nProblem-solving: Effective in managing and resolving escalations. nFinancial Management: Proficient in managing contract financials. nCommunication Skills: Excellent verbal and written communication. nTeam Collaboration: Collaborative approach with internal teams. nSales Support: Experience in supporting sales processes. nImplementation Skills: Expertise in onboarding and relationship-building. nSteerCo Participation: Ability to influence strategic decisions as a SteerCo member. nOpportunity Spotting: Skilled in identifying opportunities and planning. nRevenue and Profitability Monitoring: Proficient in forecasting and monitoring profitability. n nIf you are passionate about building strong customer relationships, driving commercial growth, and ensuring contract compliance, we invite you to apply for the Customer Success Manager role. Join us in making a significant impact on our customers' success and satisfaction.
nThis position,based in Sydney, offers a hybrid work model: three days in-office and two days remote.
nCandidatesmust possess full working rights in Australia; sponsorship is not available.
nAbout Us nDiscover how Sofico empowers businesses in 27 countries worldwide. With offices in Australia, Belgium, France, Germany, Japan, Mexico, the Netherlands, and the UK, our Sydney-based hub manages clients across Australia and Asia.
nOur flagship product, Miles, has completed over 60 successful implementations and earned a solid reputation in automotive finance, leasing, fleet, and mobility management. It's an ERP system renowned for its unmatched flexibility.
nSofico operates at the intersection of rapidly transforming industries: automotive, finance, leasing, and IT. This sparks innovation as our clients pioneer new product offerings, focusing on mobility solutions enabled by connected cars.
nJoin usu2014a multinational company with over 500 staffu2014as we lead the way in industry innovation. Unlock new possibilities with Sofico.
nWhat We Offer nAt Sofico, we welcome you to an international and multicultural company that has been thriving for over 30 years and is doubling in size every five years. Growth is in our DNA, and we strongly uphold our horizontal and open company culture.
nnTake control of your career with a focus on personal development. nParticipate in an extensive six-month onboarding program, supported by a dedicated job coach. nEnjoy continuous opportunities for learning and professional growth. nWork in a modern, state-of-the-art office that's easily accessible. nOnsite parking and walking distance from metro. nBenefit from a competitive salary, flexible office hours, and hybrid work options. nExperience a positive work-life balance with the option to work from home two days a week. nAccess novated leasing options and mobile phone reimbursement. nEnjoy complimentary coffee, soft drinks, breakfast and fruit nParticipate in team events, including afterwork drinks, BBQs, family days, and company weekends. n #J-18808-Ljbffr