Manager of Customer Success

Roles & Responsibilities

About Us

Orange Gum, as part of the Soprano Design Group, has over 20 years of experience in the development and provision of world leading mobile messaging and wireless application infrastructure. With a vision to make mobile messaging relevant and valuable to business, Soprano Design has developed a wide range of enterprise ready products and applications, which have been repetitively proven in real business settings.

Designed to streamline and automate critical but common personal interactions to improve staff, customer and supplier communication, Soprano’s solutions include: staff communications, mobile marketing, appointment reminders, staff fulfilment, 2-factor mobile authentication, emergency notifications and mobile payment. This is underpinned by Soprano’s core software infrastructure SOPRANO CGP that sends routes and receives SMS, MMS and Email traffic.

Headquartered in Sydney, Australia, and operating globally, Soprano Design is a leading global communications platform as a service (CPaaS) provider that brings nearly 30 years of experience with enterprise-level mobile messaging to each of our over 4,500 government and enterprise clients around the globe.

Soprano’s flagship product, Soprano Connect, is an innovative award-winning platform that helps customers to strategically integrate, email, SMS, voice, conversational AI, IP messaging and social channels such as RCS, WhatsApp and Google Business Messages into a seamless secure omni-channel business mobile messaging experience.

POSITION SUMMARY

The Manager of Customer Success Management is a vital part of the management team for Soprano Design’s broader go to market framework. In this role you will lead the strategy and execution for our customer success team in Asia to ensure the successful adoption, expansion, retention, and advocacy of our Customers across Soprano Design’s in your assigned territory.

You will focus on driving success across all customer segments in your region. The focus of this role is to be a leader, a coach and strategic planner for a team of hard-working customer success executives. Another key part of this role is meeting and engaging with our customers and establishing relationships with key stakeholders.

You will understand the customer success managers role, processes, paths to success, and help define this within the broader organisation.

You will also work with our customers to understand their business objectives and act as their trusted consultant and advisor in their use of Soprano Design, ensuring they realize business value. At a team level, you will gather customer feedback and requests while working with internal teams to help align customer adoption with our product roadmap. You will ensure that your team successfully drives forward Soprano Design’s key performance metrics. Additionally, you’ll work effectively and collaboratively with other managers and leaders across the broader organisation to drive success for both customers and Soprano Design.

KEY RESPONSIBILITIES:

This includes but is not limited to:

• Coordinate with internal and external teams for a successful customer outcome.
• Develop a Customer Success Management strategy and vision for the market encompassing all Customer tiers in your region
• Identify customer needs and collaborate with other internal teams to ensure customer success with special emphasis on adoption, expansion and renewals
• Partner with the Sales organization to drive adoption, growth and retention in your portfolio
• Build deep and wide relationships with customers across the account base
• Provide operational oversight of the business to deliver on targets and KPIs
• Prioritize where we invest our resources and efforts with customers
• Drive a culture of continuous improvement, automation and innovation to allow Customer success function to scale engagement
• Roll your sleeves up and step in as needed to show the team how to manage certain situations and problems
• Lead and collaborate with the rest of the departments to onboard our new customers ensuring speed to adoption and seamless use of our platform and services
• Execute & measure success for campaigns, Webinars and other methods to engage with our customers on a many to 1 basis across your portfolio of customers
• Hire, coach, train and develop a team of customer success executives that wins, has fun, and lives the Soprano Design values
• Lead the Customer Success team to ensure that each CSM is successful and driving towards key performance metrics
• Drive innovation and a culture of continual improvement, leveraging tools and automation to improve the customer and employee experience.
• Ensure Success plans are in place in collaboration with Sales teams for key accounts
• Manage the team to build governance framework within the accounts including regular business reviews, periodic platform training, customer health-checks, review customer health scores with an emphasis on customers’ success with Soprano Design
• Work collaboratively within Global Customer Services Centre and other teams in Soprano Design to champion outcomes for your customers
• Monitor and identify adoption, maturity and growth trends for the team and customers to inform customer and business strategy.

EXPERIENCE/sKILLS TO SUCCEED

• At least 5 years technical solution delivery with corporate and enterprise brands
• 5+ years of customer success or sales experience, preferably within a SaaS organization
• 3+ years in a management role
• Excellent communication skills both with customers and within an organization
• Strong track record of identifying customer needs and successfully implementing long-term software solutions
• Strong track record of defining and executing against key performance indicators
• Ability to build trust and rapport with a customer success team
• Ability to challenge team members and be challenged to achieve team goals
• Proactive interest to increase customer satisfaction and deepen customer relationships
• Comfortable and willing to be a hands-on contributor, on-site with customers

WHY WORK FOR SOPRANO:

• Work for a leader in the CPaaS industry: We are a leading enabler for enterprise communications, with a customer-centered approach that allows us to reach significant results with our clients and partners.
• Our focus on Technology: We pride ourselves on building technology for the future of communication that creates richer meanings, deeper trust and better connections.
• Global presence: Soprano is headquartered in Sydney, but we have a global presence in Europe, North America, South America, New Zealand and Southeast Asia
• Collaborative and inclusive environment: We are committed to a workplace environment where every employee is respected and empowered to be their best selves at work.
• Training and Development: We’re a small company with global presence that allows you to gain valuable insight and exposure to various markets worldwide
• Competitive salaries: We are a pay for performance company that values your contributions through our competitive salaries, rewards and recognition programs
• Flexible Working: We’re a lover of hybrid working, and this allows us to stay connected to our global teams while allocating time to do the things we love

People are at the core of what we do and Soprano Design Pty Ltd is committed to a safe, diverse and inclusive workplace where we all thrive and succeed together. We encourage applications of all ages, genders, nationalities, backgrounds and cultures. Please let us know if you require any adjustments to the recruitment process.

Tell employers what skills you have

Customer Retention
Sponsorship
Dashboard
Mobile Marketing
Customer Relationships
Customer Success
Wireless
Strategy
Planner
Business Strategy
Advocacy
IP
Authentication
Benchmarking
Customer Services

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