Customer Success Manager

blueAPACHE is an Australian owned award-winning Managed Service Provider, recognised for the 7th year running, as Mid-Market Partner of the Year at the ARN Innovation Awards.

We pride ourselves on being a genuinely great place to work, with a vibrant culture, clear vision, and strong leadership. When joining blueAPACHE, you are joining an organisation that is driven by our core values of employee and customer experience. We are proud to be an equal opportunity employer and are committed to building a diverse and inclusive workplace where we embrace our individual talents, and our differences.

We have an exciting opportunity for an experienced Customer Success Manager to join our growing team!

Requirements

• Extensive customer experience in IT technology, MSP or related industry.
• Previous experience working as a Customer Success or Account Manager.
• Experienced actively creating long-term, trusting relationships across multiple levels of stakeholders within our customer’s organisations.
• Experienced in identifying new opportunities and identify where risks or potential improvements can be addressed, resulting in increased sales/revenue and growth within accounts, and the ongoing retention and satisfaction of the client.
• The ideal candidate is a highly motivated individual with strong communication skills, and a proactive nature.
• Have a natural ability to forge strong customer relationships built on trust and are comfortable engaging with senior business decision makers.
• You have a keen interest in technology and can conceptualise consumption models.
• High attention to detail and commercial acumen.
• Dedicated and able to work to deadlines.

Responsibilities

• Serve as the lead point of contact for all commercial matters related to your assigned client base.

• Gain a detailed understanding of your assigned client base, their business drivers and objectives, and the wider industry they belong to including any challenges, threats or compliance and regulatory requirements.

• Ensure all whitespace, re-signs, risks, and outputs of the technology roadmaps are captured and maintained as Opportunities within the CRM. Therefore, a multi-year qualified pipeline should be maintained.
• Provide quotations to customers.

• Ensure the blueAPACHE Account Governance framework is followed with relevant strategic accounts, including the required Monthly reporting meetings, Quarterly Business Reviews, and Annual strategic alignment and/or Executive engagement meetings.

• Ensure ongoing retention of customers by negotiating contract resigns prior to their current contracts expiring. Ensure re-sign engagement is occurring with appropriate lead-up time to the existing contract end date.
• Work with the Service Delivery Team on each account to continuously identify potential risks and areas for improvement that will convert to opportunities and increased revenue growth.
• Look after the ongoing retention of customers by negotiating contract resigns prior to their current contracts expiring. Ensure re-sign engagement is occurring with appropriate lead-up time to the existing contract end date.
• Maintain customer billing by regularly reviewing and auditing customer invoices in collaboration with the assigned Service Delivery Team.
• Develop deep, trusted advisor relationships across multiple levels of client stakeholders and executive sponsors within your accounts.
• Accountable for the commercial relationship between blueAPACHE and a dedicated portfolio of blueAPACHE’s clients.

Benefits

blueAPACHE continues to grow alongside some of Australia’s leading midmarket businesses, our valued clients. We continue to stay abreast of current technologies to maintain our competitive advantage, offering the opportunity to continually expand your technical expertise and provide an uncompressing offering to our clients. We recognise our people are our most significant differentiator.

• We offer options for you to interview virtually.
• blueAPACHE offers an environment to make a real difference, develop careers within a supportive and rewarding environment.
• Regular social events and an awesome culture – work with a team of experts in their field Health Insurance discount with Medibank
• Discounts on 1000’s of products
• Employee Assistance Program from The Mind Room
• Ongoing training and development including paid certifications.
• Quality hardware and laptop provided.
• Employee referral programs - once you are in and you are loving it - you can refer a friend and get paid for it!

*** Please note, all offers of employment at blueAPACHE are subject to National Police Checking Service.