Customer Success Manager

Auckland
Permanent
Full-time

21 days ago

Customer Success ManagerRecruiting good people and training them to be brilliant is one of LANcom Technology's superpowers.Our company culture is built around talent, continuous learning and curiosity. Our core focus is to bring leverage to businesses by delivering technology solutions that drive innovation and increase profitability. We do this by offering three core service solutions: IT Managed Services, Software Development & Business Process Automation.We are currently seeking a motivated Customer Success Manager to join our team.As a Customer Success Manager (CSM) you will get to:

Manage a portfolio of customers including both new and long-term customers.

Meet with customers monthly and quarterly to understand customer business and goals and align customer goals with our services and technology roadmap.

Experience variety in customer interactions, working with different stakeholders, business objectives, and technology adoption levels.

Your day to day will involve a mix of reactive and proactive work.
Some of your proactive work will include 4-5 hours of meetings per week, where you will act as a trusted advisor to your customer portfolio, being their key contact to review progress, make strategic and tactical recommendations. All whilst keeping customers up to date about the latest trends in technology. The reactive work will involve resolving customer enquiries in a timely manner, whilst providing exceptional customer service. These enquiries can range from service escalations, billing queries, and overall contract management.To excel in this role, you will have:

Minimum 2+ years in a client-facing/ account management role

A dual-minded approach. You're a customer advocate but can also be process-driven, think in terms of scalability, and use data to make decisions

Strong negotiation skills and be comfortable navigating business and financial discussions

Clear and articulate communication skills and the ability to effectively drive multiple stakeholder conversations

Strong knowledge in cloud technologies and IT professional services, and preferably experience working in the IT sector

Great organisation skills, the ability to learn quickly and work well under pressure

Passion for creating a great customer experience

A partnership approach. You find it easy to build and maintain relationships, set expectations, and proactively identify issues that require escalation

Lastly, confidence to hit the ground running!

What we'll provide

Significant possibilities for personal and professional growth and development in the form of training, support and the leadership you need to excel

Competitive salary package

Annual birthday leave

Health Insurance

Employee Assistance Program along with wellbeing activities

Flexible working conditions

Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Lancom is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.

Lancom Technology

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