Customer Success Manager

Job Description:

Listen and engage with our customers including those that have left, at risk, new and existing.

Work cross-functionally with Support, Training, Finance, Marketing, Sales, Product, and Development to maximum efficiency and effectiveness of products and process improvements etc.

Implement, track and measure customer metrics to recognise trends and satisfaction, this includes support metrics.

Analysing internal/external data to initiate process/product improvement to maximise our customers usage of Softworks. Examples include, recognising trends in bugs, CRs and support/training queries

Establishing a keep in touch plan with new customers to build and maintain strong, long lasting customer relationships.

Work with marketing by analysing our customer base and gaining feedback from our current customers, to influence communications and ways to spotlight our customers.

Work with training to help with onboarding customers to ensure that customers are getting the most value from Softworks. Map out the onboarding process for each segment.

Working with training to help onboarding new employees, to create a customer centric culture.

Be the voice of customer in all company changes.

Requirements:

• A relevant 3rd level degree
• Strong communication skills – you must enjoy interfacing with customers and be confident in representing the company
• Excellent organisational and time management skills are essential
• Ability to work flexibly and co-operatively to solve problems and achieve team goals
• Ability to exercise initiative and to embrace and adapt to change
• Must be a strong team player and also able to work on own initiative

About Softworks

For over twenty years Softworks has been assisting companies around the world in organising the working day in a way that makes them more productive, profitable and adds value to their operations. Our globally recognised and acclaimed Workforce Management Solutions include: Time & Attendance/Flexible Working, Labour Scheduling & Optimisation, Absence Management and Access Control.

Job Type: Full-time

Salary: $55,000.00-$65,000.00 per year

Benefits:

• Flexible schedule
• Work from home

Schedule:

• Monday to Friday

Experience:

• Customer Success/Relationship Management: 1 year (Preferred)

Willingness to travel:

• 25% (Required)

Work Location: Remote