Customer Success Manager
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Job Summary
Salary: AUD $90000$110000 super
Location: Fully remote operating in an Australian timezone
Reporting to: Aaron Leonard ANZ General Manager
About Us
We are a 60-person AI scale-up with a presence across the UK and growing teams in North America and APAC. As we continue to expand internationally we are looking for a Customer Success Manager to help our customers across Australia and New Zealand realise the full value of VivaCitys technology and support our next phase of growth.
Viva is building the decision layer for modern transport systems combining privacy-first AI-powered sensors with analytics to give cities a true network-wide understanding of how people and vehicles move. Rather than fragmented counts and one-off studies we provide a continuous multimodal single source of truth that helps transport teams plan safer streets accelerate active travel and make smarter investment decisions. Were already deployed in thousands of locations globally but the real shift is moving from data collection to actionable insight - partnering with forward-thinking cities to make sustainable transport the default not the exception.
ANZ is one of VivaCitys fastest growing international regions. Over the past two years we have expanded from a handful of customers to more than 25 cities and transport authorities across Australia and New Zealand with significant opportunities still ahead. Many of the regions largest cities are yet to adopt VivaCitys technology while existing customers are increasingly expanding their deployments and deepening their partnerships with us.
You can read more about our values and what its like to work at VivaCity.
About the Role
This roles mission is to ensure clients achieve their desired outcome (and more) with our product. This starts by supporting them with implementation overcoming early hurdles and managing projects to success. After implementation the CSM will be the clients primary point of contact for day-to-day queries coordinating with other teams where necessary.
The outcome of this role is to increase client satisfaction engagement and ultimately sales and growth within an existing customer base.
As a CSM you know the product and what it can do inside out. You are an expert resource in the scoping and delivery of new projects understanding what data is needed and helping the client to make it happen.Key priorities for this role include:
- Tactical reactive response to client queries
- Owning client implementation with the support of a technical team
- Owning client outcomes
- Regular contact with clients finding ways to add value
- Being the voice of the client for internal stakeholders
In the role you will:
- Lead the day-to-day client relationship from implementation to outcomes supported by our ANZ General Manager
- Own client outcomes tracking their progress against those goals and help clients make changes to achieve those goals
- Manage the implementation process collaborating with the client contractors and our UK-based teams to get sensors installed by using and adapting existing playbooks
- Triage and answer inbound customer queries after implementation keeping clients happy & limiting escalations
- Nurture the underlying client relationship with proactive communication on issues and supporting on quarterly business reviews
- Find value-adds for clients speaking to new teams leading dashboard demos and performing ad hoc analysis to re-engage clients always whilst having a commercial mind to pick up cues for upsells or scope creep.
Requirements for the role
:
- Minimum of 2 years experience in a client facing role working with technical projects and data
- Excellent team working skills and the ability to work with a diverse range of people. A sociable nature able to build relationships quickly with prospects.
- The ability to manage different priorities simultaneously with excellent time and task management based on urgency
- Ability to manage post-sale client onboarding through to successful implementation.
- Experience managing and planning for renewals
- Passion for Active Travel Urban Planning and Mobility
- Experience in the transport industry understanding the various problems cities and authorities are trying to solve
- Experience working with and/or managing public sector accounts
- Experience with Pipedrive and/or other CRM platforms
- Experience with a Customer Success platform or familiarity with Health Scoring Impact Plans etc
- A good understanding of core Customer Success practices and how they related to customer growth
About You
- You have a positive result-driven attitude with the ability and desire to grow partnerships with internal and external stakeholders.
- You are able to present to different stakeholders on a range of issues from specific product features to more strategic topics
- You are detail oriented; you take pride and ownership of making client projects a success from implementation to outcomes
- You are comfortable with data and can help clients get the most from our technology
- You can grasp different use cases and identify both the ways our technology applies to them and turn that into an action plan
- Youre process driven: this role requires multiple touchpoints across multiple accounts and needs solid processes and systems in place to deliver to a high quality
- You have a commercial mindset; identifying opportunities for the business and client to grow together
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
Manager
About Company
VivaCity's AI solution provides detailed and anonymous data insights to help optimise transport networks, improve urban infrastructure efficiency & save lives.
