It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
Position Summary:
If you are looking for a high energy and fast paced position as an Associate Customer Success Manager, come join NAVEX’s Customer Success Team!
As an Associate Customer Success Manager, you will be responsible for working with new and existing customers to ensure that they are successful with NAVEX’s Ethics and Compliance solutions. As part of the company’s Customer Success organisation, you will work with our Delivery Services, Customer Support and Account Executive Sales teams to ensure a customer’s journey from purchase to production is smooth and well managed. You will also monitor on-going customer health and establish a cadence for customer interactions that ensure each customer is fully optimised on their existing deployed solutions. In summary, your job is to ensure that you deliver value to our customers.
We Offer You:
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Inspiring Culture. Invested teammates, belonging groups, and a socially determined culture
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Meaningful Work. Innovative products and solutions with real life impact for people and organisations
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Career Growth. Stellar training, mentorship, and an unwavering commitment to your growth and success
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Life Flexibility. To care for you, your loved ones and your community
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Industry Leadership. A highly reputable, fast growing and consistently profitable organisation
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Real Rewards. Competitive and transparent pay practices, wellbeing programs and benefits with choice
What You Will Do:
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Own a portfolio of high touch, Enterprise accounts from handoff to customer advocacy and beyond
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Deliver and effectively communicate ROI for our customers throughout the customer lifecycle via Strategic Business Reviews (SBR’s)
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Proactively manage customer health by consistently monitoring, documenting, communicating and effectively driving success plans and account plans for high customer retention and loyalty
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Drive and enhance customer adoption, awareness and growth of NAVEX solutions through education and continuous learning, propelling customer participation in NAVEX Communities and use of available knowledge base and online support tools
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Partner with internal stakeholders to develop renewal readiness action plans to address any obstacles limiting adoption or creating renewal risk
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Act as the advocate for customer needs and quarterback issues cross-departmentally and to senior leadership
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Collaborate with internal stakeholders and Sales to identify and develop solutions that can add significant value to customer’s success through upsell and cross-sell opportunities
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Travel will be required up to 20% of the time
What You Will Need:
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A Bachelor’s degree from an accredited university or college preferred, not required
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5+ years of customer facing experience in a customer success, account management or professional services role
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A passion for customer success and laser focus on delivering customer value
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Experience building relationships, managing and collaborating with large, complex accounts
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Strong business acumen with the ability to assess the benefits and risk of decisions
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Strong technical acumen with the ability to understand and translate business and technical requirements to appropriate internal teams
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Proficiency with business processes including sales, services & support, business applications and automation (Gainsight, Salesforce or equivalent CRM)
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Proven effectiveness at leading and facilitating executive meetings and workshops, adapting to your audience and effectively navigating and mitigating conflict
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Exceptional prioritising, organisational and time management skills with the ability to multi-task and perform effectively under pressure
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Excellent verbal and written communication skills and a commitment to collaborate with people across a variety of levels with different backgrounds
We believe each member of our team deserves to see a path forward to achieving their career and financial goals.
Our pay progra