Customer Success Manager

**The best of all worlds**:join Avolution, an Australian highly regarded enterprise software house. With offices in Sydney, Singapore, London and Virginia, Avolution is established as an industry leader in its Gartner Magic Quadrant and by other industry bodies. Be part of a smart, friendly team and benefit from our culture which is pragmatic, collaborative and technically excellent.

**ABOUT THE ROLE**

You will be ultimately responsible for the complete post-sales lifecycle of a portfolio of customers and partners with a specific focus on SE Asia and Indonesia. As a Customer Success Manager (CSM), you will be the primary advocate for each customer and partner, guiding them along a path to success while building strong relationships and becoming a trusted advisor. You’ll be working with a wide range of user personas, from government, to corporate, to enterprise, to some of the most known organizations across the globe. You will be as passionate about Avolution as you are about providing an exceptional experience for every customer.

**Responsibilities**
- Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services, ensuring retention
- Provide assistance to various teams on translation of Indonesian to English and vice versa
- Learn the ongoing priority projects for customers, partners, and their clients, including their expected deliverables and assist in project managing them through to successful completion
- Manage the complete customer/partner post-sales lifecycle, initially developing success plans by establishing critical goals, metrics for success, potential issues/roadblocks and long-term recommendations; then aiding the customer in achieving their goals and providing reporting on them
- Maintain high levels of customer/partner engagement (including on-site meetings) with a focus on user satisfaction and loyalty
- Coordinate workshops and training sessions and proactively suggest solutions to common enterprise architecture challenges
- Work with the Services team to coach users to be product experts and train customer and partner teams on Avolution’s best practices so they become increasingly self-sufficient
- Advocate user needs and escalate user issues interdepartmentally
- Proactively spot and correct any issues with the Support Team that could affect user satisfaction or retention
- Recognise a pattern of behaviour or product limitations that are preventing the user’s success
- Work with the Product team to enhance the Avolution products and ultimately help users in achieving their goals and success
- Detect, report, forecast and mitigate churning risk of customers and partners
- Work to identify and/or develop upsell opportunities for Sales to pursue
- Develop assets and methods, and work interdepartmentally to create new or refine existing onboarding materials
- Travel on occasion as required

**Requirements**:

- Multilingual with business and technical proficiency in Indonesian and English
- Experienced in customer-facing, customer success, project management, business analysis, account management or strategic consulting organisation from any industry
- Able to demonstrate involvement in project management, change management, and/or creating project plans and roadmaps
- Familiarity working with enterprise customers/partners and executives
- Able to communicate complex technology-related business issues to audiences with a varying range of technical expertise
- Background in IT-related roles or an interest in the changing IT landscape is highly regarded but not essential
- Creative thinker with an innovative approach to problem solving
- Self-motivated and resilient
- Proactive team player with innovative ideas to inspire customer loyalty and adoption
- Exceptional verbal, written, presentation and interpersonal communication skills
- Experience building strong internal and external relationships
- Detail-oriented and analytical

**Ideally you will also have**
- Experience in Enterprise Software such as Enterprise Resource Planning (ERP), Customer Relationship Management (CRM) Project Portfolio Management (PPM) or Enterprise Architecture Management (EAM)
- Knowledge of any business or IT frameworks and standards including BPMN, BMM, BMC, ITIL, PCF, ISO, BASEL, SAXO, etc

**Benefits**
- Competitive salary and work life balance incentives
- Requisite CPF Contributions in line with Central Provident Fund Board requirements
- 20 annual leave days that you are encouraged to use, 1 day of birthday leave and up to 12 weeks paid parental leave
- Annual office supply allowance based on tenure