Lead - Customer Success ( Brisbane, Australia)
Location: Brisbane, Queensland, Australia
Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry. Our platform helps clients manage online appointment bookings, POS, CRM, employee management, inventory, marketing programs and more. Zenoti serves 30,000+ salons, spas, medspas and fitness studios in 50+ countries.
Overview
What's the opportunity? Customer Success Manager (CSM) is ultimately responsible for ensuring the success of the portfolio of Zenoti's customers. The CSM will bring Zenoti's best ideas, innovations, and capabilities to their portfolio of customers and match these to the customers' business goals, driving greater business value and executive alignment between Zenoti and the Customer.
Responsibilities
* Creating value, revenue, results and rock-solid relationships with Zenoti customers by being a strategic, trusted business partner and advocate.
* Analyzing and gaining insight into the customer's business, market, industry, and revenue model, and then driving recommendations and solutions leveraging Zenoti capabilities to deliver revenue and results.
* Consulting with existing and new customers to ensure they are getting the most out of the Zenoti system, and engaging with relevant team members across the organization to address challenges in a timely manner.
* Developing a solid understanding of the customer's technical environment and business goals to inform and develop a long-term account solution strategy and roadmap, working in tandem with the product team.
* Identifying, developing and maintaining strong relationships with stakeholders at all necessary levels (C-suite, management and functional) within the customer organization to understand and influence project strategies.
* Driving periodic customer engagements and touch-points to inform "Customer Health", manage expectations, identify escalations and ensure continued high customer satisfaction.
Qualifications
* Have worked with large-scale enterprise customers
* Desire to work in a competitive environment where growth is driven by abilities and attitude
* Experience with and/or an understanding of the wellness industry is strongly recommended
* Managing SaaS or Cloud technical accounts with desire to learn new value propositions, products, and customers
* Previous Senior-level Program Management or Product Management experience is a plus
* Experience in customer-facing project/engagement management, technical pre-sales or other enterprise software IT/technical delivery or consulting roles
* Ability to analyze a business in the wellness industry, both qualitatively and quantitatively, and articulate challenges, opportunities, and solutions
* Executive facilitator with excellent presentation and written communication skills when working with C-Suite/VPs/Directors
* Passion for customer success, driven by customer satisfaction, product adoption, and achieving revenue results
* 4-year Bachelor's Degree in Business or relevant discipline
* 4+ years of strong relevant experience in customer-facing technology, customer success or sales roles
EEO statement: Zenoti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type. This policy applies to all terms and conditions of employment.
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