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Customer Success/ Sales Executive

Contract type: Permanent
Location: Southbank
Industry: People - Sales & Marketing
Salary $80000 - $90000 per annum
Start Date: 2022-08-10
Reference: V-119579
Contact name: Steve Ingham
Contact email: singham@siriuspeople.com.au
Job published: August 11, 2022 12:20

Job Description

MISSION

To work directly with customers to enhance their overall client experience. The Customer Success Manager is responsible for overall customer wellbeing by interacting with customers on a one-to-one basis, presenting new services and options and acting as a Brand Ambassador for our clients.

 

Responsibilities


A Customer Success Manager is responsible for achieving financial targets including maintenance and subscription renewals, license up-sells, and assist with cross selling of additional products


A Customer Success Manager’s responsibilities include supporting customers as they transition from sales prospects, building close relationships that often last beyond any one project or job-order lasting process ownership with the business itself.


Ultimately, you will work directly with clients to help solve their problems and ensure their satisfaction while they are an active account with us. You will also work closely with other employees to ensure customer questions and concerns are addressed in a timely manner.


To provide excellent customer service, to all existing and new clients by demonstrating the constant ability of being their trusted advisor within the SMS space


The customer success manager is to provide ongoing support to our clients and network with them. The candidate should be able to contribute to building relationships, implementing new programs that will increase SMSGlobal’s business’ revenue potentials and minimize churn rates. 

 
 

  • Establish clear client retention goals
  • Process milestones for the clients and employees to work toward
  • Assist customers with setting up and navigating programs or software 
  • Promote the value of the product
  • Upsell services and products with the brand image
  • Promote value through customer experience
  • Assist in creating training courses and educational materials 
  • Review customer complaints and concerns and seek to improve the customer experience
  • You understand the needs of our customers and help them implement them with our products.
  • Deliver outstanding customer service.
  • Maintain pipeline within expected guideline as set out in the sales guide
  • Generate new lead opportunities for the Inside Sales Team via Live Chat.
  • Manage all Webinars effectively
  • Accurate completion of all administration duties
  • Achieve all set out sales KPIs as per the daily report
  • Set Yearly and Quarterly Objectives
  • Prepare Monthly revision and Quarterly Objective’s revision
  • Complete contract request as requested
  • Attracts potential customers by answering product and service questions; suggesting information about other products and services.
  • Maintains customer records by updating account information.
  • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Maintains financial accounts by processing customer adjustments. Recommends potential products or services to management by collecting customer information and analyzing customer needs. Prepares product or service reports by collecting and analyzing customer information. Contributes to team effort by accomplishing related results as needed.
 

 
Essential job functions

 
  • Daily inbound & Outbound calls
    • New global uncontacted leads to be called within 5 mins.
    • New Athena tickets to be called within 5 mins
    • Previous day deal
      • Upsell
      • Customer service call
    • Clients who send without credits (error 88)
      • Upsell
      • Customer service
    • Whitelisted Url (Error 1002)
      • Customer service
 

Key Performance Indicators

 
  • Daily/Monthly/ quarterly / yearly individual sales and conversion rate targets as per daily report
  • Hubspot management   
  • Following all processes as per the SMSGlobal sales guide
  • Customer feedback when applicable
 


Skills Required

 
  • Must be energetic
  • Ability to work autonomously
  • High degree of motivation and commitment to the role
  • Premium communication skills
  • High work ethic
  • Great time management
  • Listening skills
  • Questioning skills (BNA)
  • Ability to change objections (Objection handling techniques)
  • Great at hunting, retaining and growing Customers
 

 

  Sound like you!?! Contact Steve - Singham@siriuspeople.com.au or 03 9020 1996
 

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