Customer Success Manager

As Customer Success Manager for the Local Government sector, you'll be at the forefront driving our customer experience and supporting the TechnologyOne value proposition within the Local Government sector.

We're looking for someone who lives the company value of "customers are our true north" and strives for value-driven outcomes, for our customers. The Customer Success team is growing, and you will be supported by our global Customer Experience team.

What you'll be doing...

You'll play a key role in supporting our Local Government customers, identifying expansion opportunities and continuously enhancing and maximising customer value and business growth. You will be responsible for:

• Act as a strategic partner to develop a deep and holistic view of the customers current, short- and long-term strategic objectives
  

• Conduct periodic planning workshops (in Consultation with Account Managers) and develop agreed programs of work to ensure customers continue to derive value from their TechnologyOne investment
  

• Develop proactive success strategies identifying, module utilisation/adoption and customer health to ensure our customers receive value across all interactions and promote T1 value and ROI through adoption and usage of our software
  

• Lead the customer success journey from on boarding to value realisation and refer-ability
  

• Act as a trusted advisor by building deep relationships and advocating for our customers through implementing an organizational wide feedback loop to deliver customer value, improve service delivery and MxP (Maximum Lovable Product).
  

• Ensure compliance with contracted and committed obligations and continuously improve the customer relationship by partnering with internal teams (Support, R&D, Marketing, Sales, SaaS etc.) to deliver a best-in-class customer experience
  

• Remove barriers - Act as the point of escalation when the customer has exhausted all other escalation paths
  

• Maintain customer health metrics as well as meeting and reporting cadence
  

Your talents…

As our Customer Success Manager, you'll know what it takes to succeed and do business in the Local Government sector. You'll have an impressive track record in the industry, preferably in ERP software and/or service delivery with a fluency in talking technology business systems. Your experience will include:

• Have a strategic, results orientated and growth focused mindset to engage, retain and expand customer footprint and advocacy for TechnologyOne
  

• Demonstrated ability to autonomously manage large customer portfolios and establish a trusted advisor relationship with key stakeholders
  

• Proven success in engaging various company functions to deliver commercial outcomes for the customers and TechnologyOne
  

• Have a deep knowledge of how local government organisations deliver for their communities
  

Benefits…

• Competitive remuneration package
  

• Industry leading employee share plan
  

• Amazing Culture: 8 x Australian Business Awards "Employer of Choice" winner
  

• We love our team events & celebrate diversity
  

• Flexible hours: we are family-friendly and value life outside of work
  

• Free gym membership in your region (or, if you are located at HQ, we have a new state of the art Gym onsite, exclusive and available 24/7).
  

• Additional 2.5 days of leave per year dedicated to volunteering at a charity of your choice
  

• Free breakfast and coffee on-site
  

• Defined career framework - know what options you have in your career path and how you can get there
  

TechnologyOne is proud to be an Equal Opportunity Employer who values diversity and an inclusive workplace. We aim to recruit a diverse range of people with a diverse range of talents to help us to deliver on our mission to better our community. If you meet several of the requirements (and not all), we encourage you to submit your application.

Join an ASX-100 company that has been continually profitable for over 25 years. Take the next step in your career with us and leverage your experience to enable the continual growth and evolution of our business. We take the work seriously but not ourselves; although we're seriously committed to having fun.

Who we are…

TechnologyOne (ASX: TNE) is Australia's largest enterprise software company and one of Australia's top 100 ASX-listed companies, with locations across six countries. We provide a global SaaS ERP solution that transforms business and makes life simple for our customers. Our deeply integrated enterprise SaaS solution is available on any device, anywhere and anytime and is incredibly easy to use. Over 1,200 leading corporations, government agencies, local councils and universities are powered by our software.

For more than 36 years, we have been providing our customers with enterprise software that evolves and adapts to new and emerging technologies, allowing them to focus on their business and not technology.