Customer Success Manager
Vor 5 Tagen
Founded in 2002, ELMO Software is the trusted provider of HR technology solutions to 2,000+ mid-sized organisations and more than one million end users across Australia and New Zealand.
With a comprehensive suite of ISO-certified solutions that span the full employee lifecycle, ELMO Software is designed to scale as organisations grow.
Flexible and configurable, ELMO's one-stop HRIS fits to your specific needs and workflows.
Through powerful technology, automation, data and analytics, ELMO Software empowers HR professionals to play an integral role in company decision making.
Life & Culture... At ELMO you will be joining an epic team with the opportunity to make a big impact.
We foster an authentic, collaborative, fun working environment and being an ELMOnian means you're part of an amazing team that will push you to grow, support you with challenges and allow you to shine.
Some of our benefits include:
Paid Parental leave - 12 weeks primary, 6 weeks secondaryBirthday leave, YOU day each year, as well as connecting people leave (up to 6 weeks working from anywhere)Inhouse Learning and Development initiativesELMO Social and Diversity clubsMental Health/EAP programsFlare Benefits (great discounts, novated leasing, salary sacrifice)Our values: Obsess over customers - Everything we do is designed to positively impact our customersHelp others thrive - Be they colleagues, communities or customers, we champion ways to help others thriveSeek out different - We constantly look to innovate, challenge the status quo and defy barriersBe fearlessly optimistic - We bring unwavering positivity to any challenge as we know it will drive meaningful changeJob DescriptionThe Customer Success Manager (CSM) role plays a crucial part in ensuring customers achieve return on investment (ROI), value, and success with ELMO products.
This role directly fosters customer loyalty through partnerships to drive long-term business growth.
Through proactive engagement, strategic problem-solving, and collaboration, their primary objective is to guide and collaborate with customers to deliver value, foster growth, enhance satisfaction, and drive renewals & retention, thereby supporting the Account Management Team's upsell and expansion goals.
Core Responsibilities: Customer and Stakeholder Management:
? Establishes strong, professional relationships with the Account Management Team, ensuring alignment on portfolio management and business/commercial objectives and goals.
? Supports the Account Management Team in maintaining high customer satisfaction levels, focusing on achieving high retention of contract value.
? Collaborates with the Sales and Marketing Team to support and execute marketing initiatives as required.
? Works cohesively within the Customer Success Team, fostering a brand of collaboration, teamwork and shared goals.
? Establishes strong, professional relationships with other Teams and Departments across ELMO, including Product, Support, Implementation, and Solution Consultants.
? Continuously evaluates, clarifies and validates customer goals to ensure alignment with growth objectives and strategic success.
? Adopts an advisory, solution-oriented approach by leading discovery sessions, leveraging critical thinking to assess business goals & objectives, and offering tailored solutions & recommendations grounded in technical expertise as well as industry experience.
? Demonstrates outstanding facilitation skills during customer sessions, ensuring productive, goal-oriented discussions that are closely aligned with the customer's objectives.
Technical Expertise and Support:
? Strengthen knowledge and expertise across the different ELMO modules to gain an advanced level understanding of the software and act as a trusted SME across the business.
? Undertake objective, critical analysis to draw accurate conclusions that recognize and manage contextual issues.
? Engages with the Product team to provide feedback from customers including improvements and ideas.
? Where required, documenting, and maintaining the currency of the documentation of the capabilities of the ELMO Talent Management, both for internal and external use.
? Support the evolution and ongoing maintenance of internal customer success software, including reporting and analytics on customer health for Account Management.
? Ensure compliance with ELMO's information security privacy policies and procedures.
Desired Skills and Experience? Undergraduate Qualification (HR, Business, Business Systems, IT disciplines preferred).
? Minimum 2 years previous experience across Client / Professional Services, Customer Success, Account Management or Human Resources.
? Minimum 2 years experience working with a Payroll, Rostering, and Time & Attendance (RTA) SaaS systems is required, with preference given to candidates with KeyPay experience.
? Previous experience with other HR / Talent Management technology.
? Excellent listening and presentation skills.
? Excellent communication skills (both written and verbal) to suit a wide range of people and contexts.
ELMO Software Limited is an equal opportunity employer, and we encourage applicants from diverse backgrounds to join our team.
Key to this role is an awareness of data privacy and security as you will be dealing with sensitive employee data in accordance with ELMO's ISO27001:2022 Certified security policies and practices.
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