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Customer Success Manager managing strategic client relationships for Octadesk's SaaS platform. Focusing on client satisfaction and upselling opportunities while collaborating with internal teams.
About the role
- Oversight of all facets of service delivery for our clients.
- Lead regular (e.g. monthly) reviews and reporting to ensure contractual obligations and KPIs are met.
- Oversees change and implementation including Statements of Work.
- Work with Client and SS&C teams to drive customer satisfaction and ensure internal stakeholders and Directors are aware of any potential areas of concern.
- Perform general account management activities including: managing contracts, paperwork, reporting and invoicing.
- Establish and manage service meeting schedules and governance model.
- Drive the client governance framework to ensure optimal engagement with clients to have a successful relationship.
- Be the escalation point for critical issues enquiries and issue resolution, by providing oversight on ongoing delivery and service status / requests.
- Work with Operational areas on process improvements required following incidents / escalations.
- Manage reporting and meeting presentation materials both internally and externally.
- Understand customer needs, to effectively position SS&C.
- Update and maintain the CRM system with account and opportunity data.
Requirements
- 3-5+ Year’s account management experience
- Account management or client facing experience for a superannuation fund or a fund administrator.
- Strong communication and presentation skills with the ability to articulate solutions clearly and concisely.
- Experience in managing stakeholders on multiple levels.
- Strong people person skills with the ability to positioning complex technology and services solutions.
- Ability to build positive relationships with customers.
- Experience working with technology solutions desirable.
- Experience in Wealth Management desirable.
- Experience in Fund Administration desirable.
Benefits
- Income Protection Insurance & Salary Continuance
- Generous Bereavement & Compassionate leave
- Private Health Insurance discount
- Primary & Secondary Paid Parental leave
- Death & TPD Insurance
- Discounts on fitness clubs, travel and more!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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