Customer Success Manager (SaaS)
Why join Noggin?
Noggin has been in the safety, security and incident management industry for over a decade. Our product is critical in supporting everything from natural disasters and emergencies to business continuity incidents, security management and more. With our market leading SaaS platform - we enable hundreds of organisations worldwide to manage disruption, smarter.
Customer Success is not just another area of our business – it underpins everything we do. We help our customers solve complex real-world problems, and no day is ever the same. As a Customer Success Manager, you will work with various clients across a variety of industries and solution areas; owning and driving the customer journey for your portfolio – ensuring a high level of satisfaction, engagement and utilisation of our platform.
What does it take to be a Customer Success Manager?
You are tertiary qualified and come armed with experience in service delivery management or client relationship management within the SaaS space. Ideally, you are someone who has managed customer portfolios’ before or who has had experience in working with and/or implementing complex software solutions. You like getting hands on with the product, are naturally tech-savvy and have an engaging can demo in an engaging and articulate manner.
Passionate about delivering on outcomes for your customers, you thrive on bringing internal stakeholders together to resolve issues – fast. You’re smart, passionate and pragmatic; eager to get elbows deep in understanding your customers requirements, pulling out all the stops to ensure that our services are successfully delivered, our customers are retained and continue to grow with us!
You are the bridge between Noggin and our customers – and a strong one at that. You pride yourself on delivering an exceptional customer experience and act as a true Noggin ambassador. Your positive and personable manner enables you to be a trusted advisor, building strong long-term relationships with your customers and internal stakeholders.
What does success look like in this role?
During the first 3 months, you will become fully acquainted with our product and services, as well as your portfolio of customer accounts. You will have worked alongside not only the Business Development team but also the Product, Service Management and Professional Services teams to fully understand how all the moving parts of customer experience hang together.
After 6 months, you will have developed strong and genuine relationships with each customer within your portfolio. You are viewed as a credible and trusted partner.
By the 12-month mark, Your customer satisfaction levels are through the roof! You’ve worked hard to build a stellar reputation across the business and all of your customer accounts. You know your customers inside and out. You know their pain-points, you understand where they’re heading and as a result, you’re able to help them get there.
To apply, please use the online application link. For further information or to arrange a confidential discussion, please email talent@noggin.io.
Please note, you must have valid and unrestricted work rights for the USA to be considered for this role. No Agencies Please.