Account Manager - SAAS
We are working alongside one of our fast-growing clients, a software startup, revolutionising the facilities management industry with innovative, industry-first solutions.
We are looking for a Customer Success Manager who will play a pivotal role in helping customers succeed with their software, ensuring seamless implementation & onboarding, support, and ongoing satisfaction. We'd love to hear from you if you are passionate about technology, customer success, and working in a dynamic team!
What you will be responsible for:
Client Onboarding & Training:
- Leading onboarding and implementation for new customers including needs assessment and delivery of online or in-person training.
- Some interstate travel for on-site training may be required to ensure customers are fully equipped with the knowledge and tools to succeed from day one.
Collaborate with Internal Teams:
- Work closely with the product and engineering teams to escalate and resolve client concerns. Facilitate open communication to align client feedback and product improvements/features
- Proactively engage with clients post-onboarding, driving ongoing success through regular check-ins, updates, and training on new features.
Client Support & Issue Resolution:
- Manage customer inquiries through live chat, emails, and phone calls
- Take complete ownership of customer-reported issues, assist in diagnosing problems, and follow up to ensure timely resolution.
- Work with the Head of Customer Success and the broader team to identify process improvements that enhance the onboarding and customer service experience.
Knowledge Base Development:
- Support client self-resolution, create and maintain
- technical documentation, such as knowledge base articles and troubleshooting guides.
Product Updates & Communication:
- Partner with the marketing team to ensure customers are well-informed about new features, product updates, and improvements through webinars, newsletters, and training materials.
Requirements
Minimum of three years of experience in Customer Success, Account Management , Customer Service or a similar customer facing role.
Key Skills and Qualifications:
● Exceptional verbal, written, and presentation skills, able to explain technical matters clearly to a non-technical audience.
● Quick learner, capable of mastering and translating new technologies into practical customer solutions.
● Strong interpersonal communication skills, with the ability to build genuine, lasting relationships with clients.
● Self-directed, resourceful, and able to work effectively in a cross-functional team environment.
● Proven ability to analyse and troubleshoot issues, with a solid understanding of requirement analysis and problem-solving.
Nice to Have:
● Experience with in-person/online group training.
● Familiarity with SaaS business models, technologies, and related applications.
● Experience with Google Workspace, ClickUp, FreshDesk, or similar tools.
Benefits
● Full-time permanent role with a flexible, hybrid work arrangement (2 days in office).
● Ongoing professional development and training opportunities.
● Career growth in a fast-evolving tech startup.
● Collaborative and supportive team environment.