Customer Success Manager II

Job Summary

The Customer Success Manager (II) is responsible for maintaining strong relationships with HSI high value medium-large clients, supporting their experience with HSI products and services, achieving account growth (upsell) and retaining the license long term (renewal).

This role requires excellent communication and business acumen, a strong understanding of product capability and solution based selling expertise to optimise the customer experience and add value with HSI products.  The role involves working collaboratively with their clients to understand their business goals and challenges, and providing strategic recommendations and solutions to support their success.

In order to be successful, the CSM needs to excel at internal and external stakeholder engagement, align customer objectives to solutions within the HSI suite of products & services, identify and mitigate retention risk and advocate for the customer

Requirements

·       Plan and lead regular client account meetings

·       Plan and host Executive Business Review sessions for high value customers

·       Build and maintain relationships with key stakeholders (internal and external)

·       Develop and report on Customer Success Plans

·       Partner to support client’s overall product objectives and future strategy

·       Proactively manage account retention to achieve renewal quota  

·       Identify and pursue opportunities for account growth and achieve upsell quota

·       Provide system demonstrations to clients to facilitate upsell opportunities

·       Work with clients to ensure appropriate configuration and optimal use of product(s)

·       Advocate for the customer by sharing insights and feedback to help drive product enhancement and improvement

·       Contribute to client retention strategies and projects

·       Maintain knowledge of contract obligations 

·       Engage with the business to drive and deliver client product and strategic outcomes

·       Engage the HSI support team to service the customer in accordance with SLA’s

·       Maintain client records, renewals & upsell opps in CRM and other tools

·       Gather customer insights and identify trends and patterns for business improvement

·       Support in mentoring less experienced team members to uplift knowledge of business processes and products

·       Oversee customer escalations and work with internal stakeholders to achieve resolution

·       Develop and share best practice with team members to continually improve the quality, effectiveness and efficiency of our processes

·       Solicit customer insights & share with relevant stakeholders

KPI’s

•                     Annual renewal quota

•                     Annual upsell quota

•                     Annual cross-sell quota

Qualifications and Experience

•                     5 + years experience of managing client accounts

•                     1 + years experience managing enterprise accounts

•                     2+ years experience in achieving account growth targets

•                     Excellent communication and problem-solving skills

•                     Have an interest in technology and master new technology easily

•                     Experience in a Health, Safety and/or Employee Wellbeing role

•                     Experience using HSI systems

•                     Experience with data and reporting tools

•                     Experience with Sales Force (or similar CRM)

•     Proficient MS Office applications

Benefits

What’s in it for you?

• Access to a confidential and free EAP Service (Employee Assistance Program)
• Birthday Bonus Day – A day of paid leave for your birthday!
• Tuition Reimbursement – We are constantly looking to foster development and growth which is why we support eligible employees with education expenses.
• Volunteer Leave – We believe in giving back and supporting activities that serve the community which is why our employee’s are entitled to 16 hours of volunteer leave per year to support causes that align with our mission ‘Connection Workplace Safety, Compliance and Employee Development’
• A flexible working environment
• A collaborative and supportive team-based environment

Our culture

Life at HSI Donesafe is underpinned by two key values:

#OwnIt - We do what we do with passion and enthusiasm. We take responsibility and just get the job done.

#GotYourBack - We're a company that fosters collaboration, teamwork, and innovation. We work exceptionally hard and celebrate our wins together.

#Better - Creating new and better ways for our team and organization to be successful. As an organization and as individuals, we are a work-in-progress always striving to be better.