Customer Success Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Identify and capitalize on opportunities that enhance client engagement and optimize the use of the company's products and services.

• Oversee the complete customer service experience from onboarding to account retention and enhancement of services.

• Present proposals, deliver presentations, and conduct product demonstrations.

• Manage relationships and service delivery for a designated portfolio of key clients.

• Cultivate relationships with client decision-makers and stakeholders.

• Engage in discovery conversations to align service delivery frameworks with customized system solutions.

• Conduct regular reviews of accounts and services, assessing program trends, outcomes, and future possibilities.

• Assist in client retention and the expansion of programs.

• Gather client feedback for the product, engineering, and leadership teams.

• Address client concerns and respond to inquiries via face-to-face interactions, phone, email, video conferencing, and online chat.

• Provide reporting, training, and support to enhance program proficiency and effectiveness.

• Act as a trusted advisor throughout the sales process and in managing client relationships.

• Offer translation and client services utilizing multilingual skills where applicable.

• Oversee cross-departmental deliverables and collaborate with the Data team on driver lists and data tickets.

• Coordinate with Engineering regarding critical platform issues and system enhancements.

• Work with Customer Support on client parameters and account protocols.

• Partner with executive management to evaluate service trends, performance data, and internal processes.

• Enhance customer service processes, workflows, and procedures.

• Serve as the primary operational lead during Asia-Pacific business hours for global enterprise accounts, managing escalations and SLA fulfillment.

• Perform additional duties as assigned.

⛳️ Requirements

• A Bachelor’s degree in Communications, Business, or a related field is preferred; equivalent work experience may be considered in lieu of a degree.

• 10–15+ years of experience in customer service, client account management, and/or handling.

• Proven ability to effectively engage with customers possessing varying levels of technical knowledge.

• Experience in building rapport through face-to-face interactions, phone, email, video conferencing, and online chat.

• Skills in functional leadership, indirect management, and cross-departmental collaboration within matrixed business units.

• Capacity to manage diverse workloads and multiple priorities efficiently.

• Strong, clear, and professional communication skills.

• Exceptional attention to detail and organizational abilities.

• Capability to prioritize tasks and execute with urgency.

• Proficient problem-solving and critical-thinking skills.

• Ability to analyze data and identify trends, gaps, and issues effectively.

• Capacity to devise creative solutions for client accounts.

• Ability to work independently as well as collaboratively within a team.

• Proficiency in written and verbal multilingual communication is highly preferred and may be required.

• Availability during standard business hours, with flexibility for time zones, deadlines, and client needs; occasional evenings and weekends may be necessary.

• Proficient in MS Office Suite, particularly with strong Excel skills.

• Experience with Zendesk, CRM, Salesforce, Monday.com, and driver safety and telematics programs is a plus.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health insurance options.

• Opportunities for professional development and training.

• Flexible working hours and remote work options.

• Supportive and inclusive work culture.