Due to recent growth, we are seeking a motivated, proactive Customer Success Manager. We’re a small, energetic team who are based in Newcastle, but we understand that the right candidate could be anywhere in Australia. This is an entirely remote role; our ideal candidate will appreciate our relaxed working environment involving flexible hours, and enjoy the work/life balance of working from home or at a co-working space. We’ll provide you with a work computer and an allowance for internet or co-working space use. Primarily, you’ll assist our new and existing customers optimise their use of our product.

Responsibilities of the role include:

  • Onboard and train new clients on how to use our software, identifying and demonstrating how it will add value to, and improve, our client’s businesses 

  • Collaborate effectively with our clients to identify their business reporting needs, understand their processes and workflows, then use our product to build, configure and customise their reports and dashboards

  • Independently investigate, trouble-shoot and respond to client issues using a support ticketing system

  • Maintain knowledge of our product features, and be able to identify when upgrades will increase our value proposition for new and existing customers

  • Build, grow, and maintain relationships with our clients by providing a professional, approachable, and high-quality customer experience

  • Communicate effectively with our development team to provide feedback on how to improve our product, client retention and user experience

  • Reduce customer churn by monitoring and communicating with inactive clients and improving their user experience

Essentially, you must have: 

  • A love of data; ideally you will be an expert in Excel, SQL, and/or other reporting software such as Tableau or PowerBI 

  • Strong technical expertise with the capability to quickly master new software, navigate technical issues independently, and break down business processes to identify key elements within our software to suit our customer needs

  • Exceptional verbal and written communication skills, and the patience to work with people of varying technical skill levels across a range of sectors

  • Confident, approachable and personable manner when communicating with clients using email, video conferencing and by phone 

  • A background in customer service, B2B support and/or help desk operations

  • Great time management and organisational skills to manage your workload productively in a virtual or remote team

  • A proactive, responsive attitude; you enjoy interacting with clients to solve problems

  • Flexibility to work outside of normal business hours – we service clients globally so the occasional cross-time zone meeting will be required

  • Access to reliable, high-speed internet at home or in a co-working space

And it’d be advantageous if you also have: 

  • Strong experience within a financial or accounting, service or inventory management role 

  • Worked in a similar SaaS role, especially remotely

  • Familiarity with online support ticketing systems (Freshdesk or similar) 

  • Experience in training others in software applications that use spreadsheets or databases

  • Capacity to work full time hours, however we are open to other arrangements for the right candidate 

Why work for us?

  • Collaborative, friendly and open culture

  • Career development and growth opportunities

  • A truly flexible, supportive and easy-going working environment where you are respected and trusted as the self-managed, reliable professional we know you are 

  • Negotiable salary aligned with experience and skill level 

If this sounds like you, we want to hear from you soon! We want to have our new team member join us as quickly as practical so please send your resume and a cover letter which addresses how your skills, qualifications and experience will see you succeed in this position to louise@winkreports.com.