About Decisions

At Decisions, our goal is to make meetings the most productive part of the day. Our award-winning app has empowered tens of thousands of workplace leaders to maximize every meeting, whether they’re remote, in-person or hybrid. And we’ve helped turn millions of minutes spent in meetings into more fruitful outcomes — at Fortune 500s, 10-person non-profits, and beyond — while increasing the adoption and usage of Microsoft Teams and Office 365.

About the Role

Decisions is on the hunt for a Senior Customer Success Manager dedicated to fostering robust relationships with our clients in Australia. This role involves steering our premier customers through their entire journey with us. As their champion within Decisions, you’ll ensure their requirements are fully addressed. You’ll also have the chance to influence the evolution of our customer success strategy. This remote position requires the candidate to be in Australia. As the sole representative of our team in Australia, you must be adept at working independently and efficiently

Job Description

• Manage the entire customer lifecycle.
• Ensure Successful product adoption and expansion within enterprise accounts.
• Operate Autonomously in managing customer relationships.
• Participating in key pre-Sales meetings to understand enterprise customer needs and wants, set expectations, and formulate potential post-sales implementation plans
• Managing all post-Sales activity for enterprise customers through strong multi-threaded relationship building, product knowledge and training, implementation planning
• Being responsible for an enterprise customer portfolio, advising them to maximise their value of using Decisions and thereby ensure a high net retention rate and low gross churn rate of you client portfolio.
• Driving a high adoption rate on all customer portfolios by demonstrating value and identifying expansion opportunities
• Become a subject matter expert on all things Decisions and M365, with significant product and use case knowledge.
• Ensure every customer has a solid understanding of how they can use Decisions to better their business. Provide consultations when needed.
• Identify customer needs, goals and ways to improve their business using all features available to them.
• Partner with product to identify customer concerns, questions, issues, and areas of improvement.
• Identify at-risk customers and potential growth within your book of business.
• Increase customer usage and adoption of product.
• Maintain customer retention according to assigned retention % target.
• Increase ARR for your book of business.

Qualifications

• 8+ years of experience in Customer Success or similar role in a SaaS business
• Ability to work independently in a remote setting.
• Experience working with Fortune 500 companies
• Proven ability to understand progressive technology
• A true consulting approach and ability to communicate technical concepts to people of all backgrounds
• Comfortable with all phases of the customer lifecycle including onboarding, adoption, and retention strategies.
• Familiarity with Microsoft 365 and similar meeting management platforms.
• Exceptional ability to develop relationships
• Experience in interpreting data analytics and deriving insights that drive customer value
• Highly organized self-starter who runs towards opportunities
• Ability to work cross-functionally in a fast-paced start-up environment
• Strong business acumen
• You are a trusted advisor to your customers, able to assist in prioritizing initiatives based on competing priorities and resources. You can effectively push back and challenge customers, and leverage data to reinforce your recommendations
• You have a a track record for creative problem solving for customers and end users
• Excellent communication skills via phone, video conference and email

The ideal candidate will have impeccable relational skills and can create win/win environments for all parties that he or she works with. This candidate will be responsible for providing an excellent customer service experience and help customers achieve their desired goals.

Responsibilities

• Own overall relationship with assigned clients
• Ensure retention and satisfaction of all assigned clients
• Aid clients in achieving their goals

Qualifications

• Bachelor's degree or equivalent experience
• Experience in customer success
• Strong written and verbal communication skills
• Detail oriented and analytical
• Demonstrated ability to increase customer satisfaction