Job Profile – Customer Success Manager

Job Profile – Customer Success Manager

Is Customer Success your passion?

Are you looking for more than a job – wanting a career? We are looking for a Customer Success Manager to join our team.

  • Permanent Full Time
  • Milton QLD Office Location
  • Flexible/Hybrid Working Arrangement

About Us

For 47+ years RBC Technology Group has been a trusted and respected IT Services and Solutions provider specialising in comprehensive tools, expertise, and support.  Here is an opportunity to enhance our organisations’ customer relationships through positive outcomes and success.

Position Overview:

You will collaborate closely with customers to understand their success metrics and ensure that we consistently exceed their expectations. Working with the customer from the moment they are live with their solution and going forward this role is the essential point of contact between RBC and our clients. 

The successful applicant will work with customers across multiple industries and be the main point of contact between RBC Group and the customer.  

Key Responsibilities:

  • Manage multiple customer relationships to retain customers and grow revenue.
  • Engage in the entire customer lifecycle from  Go-Live at the completion of onboarding through the entirety of the subscription period.
  • Promote additional products and services to your portfolio of customers to expand wallet share
  • Provide training and advice to your portfolio of customers on their solution to achieve optimal utilization and increased profitability.
  • Collaborate with customers to define their success metrics, measure outcomes, and work with internal service teams to exceed targets.
  • Maintain an in-depth understanding of the company’s solutions, highlighting the most relevant features and functionality for customers’ specific business needs.
  • Serve as the voice of the customer, providing feedback on how the company’s solutions can better meet their needs.
  • Develop and continuously improve processes to engage and support customers.
  • Contribute to internal and external documentation, processes, and knowledge base.
  • Cultivate strong relationships with key stakeholders and advocate for customer-centric approaches.

Key Requirements:

  • Bachelor’s degree in computer science, information technology, or relevant industry qualifications.
  • Min 3+ years of experience working within IT services
  • Demonstrated experience working as Customer Success Manager / Service Delivery Manager / Technical Account Manager / Solutions Delivery Consultant.
  • Proficiency in enabling the successful coordination of platform onboarding and integration activities.
  • Proficiency in training and developing user guides for faster customer adoption
  • Excellent communication skills, with the ability to convey technical concepts to non-technical audiences and build rapport with clients.
  • Exceptional organisational skills, attention to detail, and a proactive approach to problem-solving.

At RBC Technology Group it is about doing the right thing, for our people and our customers. We invest in our people and our customers to ensure we all enjoy success.