SaaS | Customer Success Manager (Forest Hill)

About Pan Software We are not your average software company. Pan Software is a family of designers, creatives, and thinkers behind the best in market product suite
- Riskware. For over a decade, we've been building on the principles that got us started – integrity, creativity, and collaborative thinking. Ultimately, our success is not only due to the quality of our work: it's down to attitude, our approach and the way we treat our clients. For us, it's all about connecting, encouraging and empowering. This focus provides us the freedom to build the platforms, products, and experiences that transform businesses and help them thrive. About the role Reporting to the Chief Client Officer, the Customer Success Manager (CSM) will support the post-sales customer lifecycle as it relates to customer adoption, on-going support, system optimisation and expansion. CSMs are the main interface for all system-related inquiries and build relationships with all relevant stakeholders as a trusted advisor and advocate. The CSM is ultimately responsible for customer retention, growth & developing positive relationships with our customers. The CSM must have a strong understanding of our customer's business objectives and the ability to identify and articulate how our solution supports achievement of the customer's strategic business goals. Prior experience with Risk Management, GRC or Safety Management is preferred. The CSM manages the customer experience across our customer base, meeting agreed retention and usage targets. The CSM is responsible for understanding the 'health' of our customers, ensuring they grow into 'Raving fan Clients'. Key responsibilities Build relationships with existing customers to develop partnerships that ensure high degrees of customer satisfaction and loyalty.
- Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed.
- Work with the sales, professional service and support teams to facilitate a seamless customer on-boarding process, ensuring a smooth 'go live' and introduction for the customer from the outset.
- Work with customers to design their Customer Experience programmes aligned with Pan Software's philosophy and product capability whilst ensuring tailoring to our customer's business objectives and strategy so that the programme provides continued value to the customer and drive long-term account satisfaction and growth.
- Establish regular touch-points to ensure the client journey remains on track, and any issues are addressed promptly.
- Serve as the principal point of contact for key clients and leverage the internal organisation to meet the needs of clients.
- Closely monitor adoption rates of assigned Accounts; providing insight to customers. Feed this back to the Sales and Marketing Teams.
- Work collaboratively with the Marketing team to build customer testimonials and referrals.
- Create and contribute to 'Thought Leadership' content and proactively seek opportunities to educate across the business on industry knowledge and client best practice.
- Anticipate any requirements and possible challenges
- make our customers successful! Promote our services (enhancements / updates / recent initiatives / maintenance) through the relationships you have nurtured within allocated accounts.
- Collaborate closely with our technical team to support customers, renewals, and expansion opportunities.
- Contribute to the development of company goals, growth and profitability targets by being an active member of the Pan Software team and culture. Skills and experience Track record of driving customer success and aligning within complex customer environments at executive and department levels.
- Ability to understand customer requirements, develop and guide their thinking to identify financial measures of success, designing a CX programme to meet them and ongoing plan to increase value over time.
- Data-driven with a commitment to process; drive / track consistent engagement process.
- Ability to work in a fast-paced, entrepreneurial, results-oriented culture.
- Previous experience working within an subscription SaaS model is preferred.
- Previous experience with GRC or OHS preferred.
- Excellent interpersonal skills.
- Creative thinker with the ability to troubleshoot issues quickly and effectively.
- Excellent written and verbal communication skills.
- Strong presentation skills.
- Extremely well-organised and analytical with an ability to work well under pressure.
- Strong team player as well as a proactive individual contributor.
- Ability to grasp basic technical concepts. Company Site: Product Site: Facebook Page: Apply on Kit Job: kitjobau.com/job/3r12xg