Customer Success Manager

The Customer Success Manager (CSM) is 100% focused on, and responsible, for the ongoing success of our new and existing customers. Reporting to the APAC Regional Director, the CSM plays a vital role managing our customer relationships across the APAC region. The role is a key plank in our efforts to help our customers derive maximum value from our software and services. It is a pivotal role within the team, working closely with our support team, implementation specialists and trainers, both in Asia Pacific and at our offices in the UK and the US. The CSM provides a single point of contact to our customers for all of our services and steers them to success through the full life-cycle of their relationship with us.

The CSM is an energetic professional who loves helping people, solving problems, building relationships and delivering value. Experienced in handling a wide range of customer needs, the CSM is able to successfully manage relationships with a range of personalities, simultaneously delivering great outcomes for Point of Rental and our customers.

Duties and responsibilities

- Tiered call / visit cycle of key customers
- Respond to inbound customer queries and direct Point of Rental resources to assist the customer
- Communicate new release features to key customers
- Brief Sales Team on new customer sales requests
- Liaise with finance team to answer customer invoicing and payment enquiries
- Brief Support Team changes to existing customer requirements
- Develop some customer financial analysis
- Key customer relationship management
- Proactive outbound check ins for key customers
- Some office administrative tasks, as required

Qualifications and Competencies (preferred)

- Account management, customer service or customer success experience
- Experience working in software support, sales or account management
- Financial acumen
- Proficiency using technology tools such as SalesForce, Xero, Service Cloud and case management software
- Post graduate qualification in business, marketing, commerce or technology

Traits and Behaviours (preferred):

- Proactive, enthusiastic and fun
- Excellent organisational and stakeholder management skills
- Natural rapport builder
- Excellent time-management skills
- Natural curiosity and desire for self-improvement
- Outstanding written and verbal communication
- Capacity to prioritise and manage multiple, competing tasks
- People-oriented and well-presented

Success in this role

At Point of Rental, our culture and values (EPIC) form the bedrock of our success. Without measuring how we work against EPIC, we cannot effectively measure the value of the outcomes that we produce. Therefore, we must work hard at living our EPIC values every day. Success in this role is contingent on the following inputs to success;

Consistent, positive contribution to our customers, the team and company via our EPIC values;

- Empowering
- Principled
- Innovative
- Caring