Customer Success Manager
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Job Description
Customer Success Manager supporting Audatex Australia’s global enterprise clients. Managing retention, service delivery, escalations and SLA fulfillment during Asia-Pacific business hours.
Responsibilities:
- Identify opportunities to expand client engagement and improve utilization of company products and services
- Manage end-to-end customer service delivery from onboarding through account retention and service improvement
- Deliver presentations, proposals and product demonstrations
- Manage relationships and service delivery for a portfolio of key clients
- Build relationships with client decision makers and stakeholders
- Conduct discovery conversations and align service delivery frameworks and custom system solutions
- Conduct regular account and service reviews, analyzing program trends, results and future opportunities
- Support client retention and program expansion
- Capture client feedback for product, engineering and leadership teams
- Address client concerns and respond to inquiries across face-to-face, phone, email, video conferencing and online chat
- Provide reporting, training and support to improve program proficiency and effectiveness
- Serve as a trusted advisor throughout the sales process and client relationship
- Provide translation and client services using multilingual skills as applicable
- Govern cross-departmental deliverables and collaborate with the Data team on driver lists and data tickets
- Coordinate with Engineering on critical platform issues and system enhancements
- Liaise with Customer Support on client parameters and account protocols
- Collaborate with executive management to analyze service trends, performance data and internal processes
- Improve customer service processes, workflows and procedures
- Act as the primary operational lead during Asia-Pacific business hours for global enterprise accounts, coordinating escalations and SLA fulfillment
- Perform other duties as assigned
Requirements:
- Bachelor’s in Communications, Business or other relevant field preferred; equivalent work experience may be considered without a degree
- 10–15+ years of customer service, client account handling and/or management experience
- Demonstrated ability to effectively engage customers with varying levels of technical aptitude
- Experience building rapport across face-to-face, phone, email, video conferencing and online chat
- Capability in functional leadership, indirect management and cross-departmental collaboration across matrixed business units
- Ability to manage varied workloads and multiple priorities
- Clear, concise and professional communication skills
- Excellent attention to detail and organization skills
- Ability to prioritize work and execute with urgency
- Problem-solving and critical-thinking skills
- Ability to understand data and identify trends, gaps and issues
- Ability to apply creative solutions to client accounts
- Ability to work independently and as part of a team
- Written and verbal multi-lingual communication skills highly preferred and may be required
- Availability during standard business hours with flexibility for time zones, deadlines and client needs; occasional evenings and weekends may be necessary
- Proficient user of MS Office Suite, with strong Excel skills
- Zendesk, CRM, Salesforce, Monday.com, driver safety and telematics program experience is a plus
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