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At Felix, we are revolutionising the way thatcapital and asset intensive organisations connect and collaborate.As an ASX-listed SaaS company, we pride ourselves on being the leading provider of a cloud-based procurement platform that brings together buyers and suppliers in a seamless digital ecosystem. Our innovative technology simplifies and streamlines procurement processes, empowering our clients to drive efficiency, reduce costs, and accelerate project timelines.By using Felix, customers havefound a gateway to efficient and transparent procurement, transforming the way projects are planned, executed, and delivered. Join us in shaping the future ofsupply chain procurementand make ameaningful impact by poweringinfrastructure and development worldwide.
The role:
We are on the hunt for a Customer Success Manager to join our team. Reporting to the Head of Customer Success, this role will be responsible for a portfolio of Enterprise level clients, from the point of implementation completion through to renewal. Working alongside our Account Executive team, you will also be responsible for identifying and assisting with expansion opportunities within your client base.
Responsible for:
The Felix Customer Success Manager is responsible for ensuring that Felix customers experience the value of our platform throughout their journey as a client. The overarching responsibility of a Customer Success Manager is to ensure the customer is engaged, educated and enabled to make the most of the product, and to reduce customer churn. A Customer Success Manager's performance will be measured on customer engagement, customer satisfaction and renewal rate.
Responsibilities:
* Deeply understand our users, their goals, problems, journeys and jobs to be done. Be their voice and advocate, bringing focus and context across the whole organisation.
* Maintain relationships, drive engagement and ensure customer satisfaction.
* Work closely with the Enterprise Sales Team to add value during the pre sales stage.
* Be an example and impression of the level of support that can be expected throughout the customer journey.
* Work closely with the Onboarding andImplementation Team to ensure all relevant information from the onboarding phase is documented within Customer Success Plans
* Drive engagement by identifying gaps in client use cases, discover the barriers and implement training and plans of action to ensure the customer recognisesmaximum value.
* Identify expansion opportunities within your client portfolio and assist with the sales process as appropriate .
* Understand customer business challenges, goals and targetsto benchmark Felix performance and report on delivered value .
* Work with customers to seek publishable Product quotes and case studies.
* Research the market and competition, drive strategic and tactical product decisions that help achieve the product-market fit.
* A proactive, confident and collaborative approach to work
* A passion for bringing a new way of thinking
* Proficiency or ability to quickly grasp digital tools
* Demonstrated ability to juggle multiple company-wide goals and working with multiple teams at once
* Excels in communication, planning, time management, and executing activities alongside other business units
* Able to take direction, work with independence and confidence, and see the value in collaborating with a team.
* Prior experience within B2B SaaS in a client facing role
* Although not required, any experience or knowledge of the Construction, Infrastructure, Mining, or related industries is a bonus
* Ability to lead, empower and influence a diverse group of people from multidisciplinary backgrounds
* Ability to efficiently break down barriers and translate information between technical teams, clients, users and business stakeholders.
Benefits and Perks:
* Be part of a dynamic and collaborative team with a flexible working environment
* Room for growth and professional development with a dedicated training budget and access to the LinkedIn Learning platform
* Employee Assistance Program (EAP) – providing access to qualified psychologists for our employees in times of need
* Generous parental leave
* Strong company culture
* Birthday leave and "Felix Fridays"
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
* Industries
Desktop Computing Software Products
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