**About Us**:**Role Description**:Whispir Customer Success team engages our corporate customers to drive Whispir adoption and demonstrate ongoing value. This critical function is responsible for customer relationships across all levels of the client and form part of the account team. You will ensure customers are satisfied with our products and services by being customer advocates within Whispir and Whispir evangelist within the client. You will ensure the customers obtain return on their investment in Whispir by maximizing value from our platform. Customer success managers need to minimize churn from our platform while increasing usage of software and messaging as well as identifying new use cases and opportunities that Sales Account Managers will commercially negotiate to closure.A Customer Success Manager will help our customers onboard onto the Whispir platform and setup the essential components to allow them to send communications and engage with their audience. By helping customers and be the primary point of contact after they sign up to Whispir services you will build and maintain a strong relationship with the customer that will help you evolve their usage of our platform over time.A Customer Success Manager will understand customers plan and the best ways to utilize Whispir's products & services based on their business needs or business plans. The Customer Success Manager is not focused on making sales, rather on educating their customers on the flexibility and capabilities of Whispir platform so they are encouraged to continue using our services. Customer Success Manager works with the rest of the Whispir organization to uncover new ways for Whispir to help our clients and evolve our product.Customer Success Managers must know the Whispir products thoroughly and be hands on in our platform to show customer how easy it is to use. They are often called upon to provide best practice in utilizing the platform, existing use cases in other clients and achieving customer business outcomes. They provide technical advice to customer, assist with service requests, promote and educate clients on existing and new product features through structured enablement programs as well as educating our clients on our roadmap and new products.You will be assigned a territory of named accounts that you will be responsible for managing. These may be adjusted across financial year half's based on management discretion.**Key** **Responsibilities**:- Manage customer/stakeholder relationships.- Coordinate with internal and external teams for a successful customer outcome- Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed- Enable successful adoption of Whispir including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in person- Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement- Identify opportunities for customers to act as Whispir advocates (e.g. testimonials, case studies)- Collaborate closely with Sales to support new use cases, pilots, renewals, and expansion opportunities- Marshall resources across the Whispir organisation as needed to support customers' needs- Perform hands-on Whispir platform training, best practice advice and show customers how to use perform certain tasks and use features to achieve engagement outcomes- Represent the voice of the customer to inform our sales process and product roadmap- Contribute to Customer Success programs, process and knowledge base improvements- Participate in account planning as well as establish external and internal governance to track performance & coordinate activities- Configure the platform and follow the Enablement/Onboarding journey for the customer based on requirements identified by our Solution Architect team- Survey the customer on their onboarding experience and subsequent user experience with our platform for continuous improvement and customer management**Secondary** **Responsibilities**:- Coordinate resources across Whispir to ensure best client outcome- Ensure Whispir platform technology skills are kept up-to-date- Share acquired skills and knowledge of competitor or complementary products with the team.- Provide input to product development roadmap based on client feedback and competitive insights.- Proactively seek opportunities to broaden and deepen knowledge base and proficiencies.- Track and monitor performance and action plans to achieve targets- Escalate blockers or help needed in timely manner with fact-based evidence to management action**About You**:- Even if you don't meet this criteria perfectly but believe you have lots to bring to the role, we encourage you to apply. We know it's tough, but please try to avoid the confidence gap - you don't have to match all the listed requirements exact
