Position Overview
As a Customer Success Manager at TechTime you will play a pivotal role in driving our sales efforts and maintaining strong, long-lasting relationships with our valued clients. This hybrid role combines client acquisition and account management responsibilities to ensure our clients receive the highest level of service and satisfaction.
Key Responsibilities
* Proactively identify and engage potential clients, showcasing our Atlassian solutions and products.
* Build and nurture strong client relationships, serving as the primary point of contact.
* Understand client needs and provide tailored solutions with a focus on client success.
* Achieve and exceed sales targets, driving revenue growth for the company.
* Could you identify opportunities for upselling and cross-selling to existing clients?
* I'd like you to collaborate with cross-functional teams to enhance the customer experience.
* Provide guidance, support, and training to optimise client usage of our solutions.
Responsibilities
* Client Acquisition: Actively seek out and engage with new clients, identifying opportunities to sell products or services and expand the customer base.
* Account Management: Build and maintain strong, long-term relationships with existing clients, serving as their primary point of contact and ensuring their ongoing satisfaction.
* Client Retention: Focus on retaining existing clients by addressing their needs, resolving issues, and proactively identifying opportunities for upselling or cross-selling.
* Upselling and Cross-selling: Identify and capitalise on opportunities to offer additional products or services to existing clients, helping to increase revenue within the current client base.
* Customer Success: Ensure clients achieve their desired outcomes by using the company's products or services effectively. Provide guidance, support, and training as needed.
* Sales Strategy: Develop and execute sales strategies to acquire new clients, grow revenue, and meet or exceed sales targets.
* Performance Metrics: Evaluate performance based on client acquisition metrics (e.g., new client acquisition, sales quotas) and account management metrics (e.g., client satisfaction, retention rates, upsell/cross-sell success).
* Collaboration: Collaborate with cross-functional teams, such as marketing, product development, and customer support, to ensure a seamless customer experience and product improvement based on client feedback.
Qualifications
* Proven experience in Customer Satisfaction and Customer Retention strategies.
* Strong Analytical Skills to assess customer needs and identify opportunities for improvement.
* Expertise in Customer Service and Relationship Building to foster long-term client partnerships.
* Ability to prioritise and manage multiple client accounts effectively.
* Excellent verbal and written communication skills.
* Experience with Atlassian products and Monday/com is highly advantageous.
* Bachelor's degree in Business, Communications, or a relevant field is preferred.
Company Description
TechTime Initiative Group Limited is a Atlassian Solution Partner, Silver Atlassian Marketplace Partner, and Training Partner operating in New Zealand and Australia. Since our establishment in 2009, we have built a diverse portfolio of 17 innovative apps aimed at improving efficiency. With a dedication to simplifying workflows, our team of 24 passionate professionals specialises in business implementations, custom development, and support for Atlassian products like JIRA and Confluence. Serving government agencies and large organisations, we prioritise customer satisfaction and industry-leading solutions. Additionally, we are committed to social responsibility, contributing 1% of our profits to charitable causes.
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