Job Openings

Customer Success Manager

Melbourne, VIC

At Globys, we develop a cloud-based billing portal platform that enables business customers of all sizes to self-serve and securely transact with their providers. Our platform is used by companies around the world, including T-Mobile, Vodafone, and Telstra, to deliver exceptional portal experiences to their customers while significantly reducing costly manual processes. Our patented technology processes massive amounts of data and provides end users with a unified and personalized view of their accounts and services. This is an opportunity to work with large scale data systems and visualizations to solve real-world business problems for some of the world’s largest and most innovative companies.

We are looking for a technically savvy Customer Success Manager who possesses a strong drive for results to join our Melbourne office. As a Customer Success Manager you will support our customers in a variety of ways, including maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and managing small customer projects. You will also provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests.

Our ideal candidate must be social, analytical, possess an aptitude for learning and using new software, and demonstrate clear and effective communication. The successful Customer Success Manager will engage with customers, maximize value, and create strategies to grow our customer base.

 

Customer Success Manager Responsibilities:

  • Manage and sustain relationships with customers
  • Aid clients in taking full advantage of products
  • Drive adoption and additional functionality by influencing product upgrades
  • Sustain business growth and profitability by maximizing value
  • Analyze customer data to improve customer experience
  • Utilize strong client management and technical skills to manage projects and collaborate with our PM team to ensure project progresses on schedule and within budget
  • Hold product demonstrations for customers
  • Improve onboarding processes and adoption metrics
  • Evaluate and improve tutorials and other communication infrastructure
  • Mediate between clients and the organization
  • Handle and resolve customer requests and complaints
  • Minimize customer churn
  • Ensure proactive and professional communication regarding project status & priorities with all internal and external project stakeholders
  • Other duties as directed or desired

 

 

Qualifications:

  • Excellent verbal, written, and oral skills including ability to present complex information
  • Ability to manage time effectively and consistently meet deadlines
  • Ability to review and understand process flow analysis and methodology
  • Must be organized and methodical in approach to workload
  • Ability to establish rapport with customers and Globys stakeholders
  • Ability to multitask or balance workload with multiple clients and issues
  • Ability to communicate openly and contribute in a team environment
  • Capacity to assimilate newly learned, technical information quickly
  • Must be able to work independently with minimum supervision
  • Proficient with Microsoft Office Suite; primarily Outlook, Word, Power Point, Excel, MS Project, and Visio
  • Understands and can communicate information about complex technical concepts related to software, infrastructure, and other elements of the Globys solutions
  • Have a passion for service

 

 

Education/Experience:

  • BA/BS Degree from a 4-year accredited university preferred, and/or relevant work experience
  • Computer Science or Information Technology degree preferred
  • 3+ years software project management experience
  • 5+ years of experience in support or project management for a managed application
  • Minimum of 10 years of software industry experience
  • Experience in the telecommunications arena
  • Demonstrated experience using JIRA
  • PMP Certification a plus

 

Physical Demands/Additional Requirements:

  • Eyestrain from computer
  • Ability to travel 25% within and outside of Australia

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