Customer Success Manager
Description
- Join the Customer division for a worldwide leading educational video company
- Drive relationships and enhance video learning experiences for schools
- Full-time role, located in Melbourne, working from home and meeting customers in person
Why Join Us?
Do you want to make a positive impact on the education of future generations? If the answer’s yes, then we want you here at ClickView. We believe in using the power of video to transform traditional education, allowing students and teachers to foster a creative and innovative educational environment, from wherever they are.
At ClickView, we look for passionate professionals who are seeking a hands-on role in a dynamic organisation. In turn, we invest in our staff to enhance overall team performance and achieve growth together. You can expect support and investment in your future career plus the day-to-day benefits of an open plan and vibrant work environment.
Are you ready to take your first step with us?
The role:
With over 6,000 schools using ClickView globally, ClickView is seeking a high-performing Customer Success Manager (CSM) to play a valuable role in delivering a rewarding customer experience. The CSM will ensure OKRs around engagement, interactions, and usage targets are met. This role involves being a thought leader in education and an advocate for ClickView and its resources. It includes relationship management - the CSM builds a community presence around ClickView and has a thorough understanding of the customer's goals and outcomes.
Working with a fantastic education focused team, your responsibilities are varied, and include:
- Build and maintain strong, long-lasting customer relationships - become the trusted advisor
- Work closely with the Customer Success Team Lead to craft a strategic/success plan for your portfolio of customers
- Develop and maintain in-depth knowledge of your customers and their goals and requirements for using ClickView
- Prepare reports on account status and deliver annual reviews with customers
- Ensure that CSM records are kept up to date
- Train and educate customers on the ClickView platform via digital training as well as organised group webinars and user groups (in person or online)
- Review usage data and engagement on a regular basis across your portfolio
- Identify end-user challenges or requests and proactively connect the customer with Product Support where required
- Act as an internal customer advocate working closely with leadership to foster a company-wide culture of customer success
- Gathering marketplace feedback and trends to assist product development
- Collaboration with the Customer Success Management Team on projects to ensure continued Customer Success and a valuable Customer Experience
- Participate in continuous improvement of the Customer Success Management Team
- Valid driving licence essential
Requirements:
- 3+ years' experience in Account management and/ or Customer Success
- Experience within SaaS or EdTech sectors will be highly regarded
- Strong background in account planning on a national scale
- Superior Customer engagement capability
- Excellent listening, negotiation and presentation abilities
- Outstanding written and verbal communication skills
- Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
- A self-starter who sees strategic plans through to fruition
- Ability to learn new digital tools quickly
- Experience with Salesforce will be highly regarded
- Work autonomously, creatively, and kindly with your teammates while empowering and supporting those around you
Benefits:
- Extra paid Wellbeing and Volunteering leave - to care for yourself and others 🚴
- Flexible working hours and arrangements - to accommodate for different working preferences and personal situations 🏠
- 100 days working from anywhere - work remotely from a different location for up to 100 calendar days per year 🌎
- Learning and Development budgets - professional opportunities made available to all our teams, so you can continue growing to be the best you 🥇
- Wellbeing Policy - with access to EAP and wellbeing apps, we put your mental health and wellbeing at the forefront of what we do 💆♂️
- Generous parental leave policy - we offer an additional 12 week’s full pay 🚼
- Regular social events and conferences - We celebrate the hard work of our team with regular catered social events and conferences across all offices 🥂