Customer Success Manager

Overview

Maintain customer communication, resolve issues, boost product usage, and ensure long term success.

Key Responsibilities

• customer support
• account communication
• trusted advisor
• workflow optimization
• software updates
• customer onboarding

Tasks

-Drive customer satisfaction through a number of support and account based activities, including supporting customers (phone, site calls, emails). -Maintaining regular, planned communication with the nominated accounts with a focus on the retention of our customer base. -Be a trusted advisor and source of advice for customers and colleagues and ensure customers receive regular updates on Simpro Group. -Identify inefficiencies between the customer and their software, inefficiencies with workflows and assistance with updating customers on additions to the software. -Guide the customer throughout the Simpro Group journey and facilitate all resources offered.

Requirements

• customer service
• troubleshooting
• tech savvy
• saas experience
• interpersonal skills
• team collaboration

What You Bring

-Exceptional customer service and troubleshooting/problem solving skills. -Be tech savvy and have the desire to learn, along with the ability to convey complex technical topics with simplicity. -Ability to work effectively under pressure and to perform well in a team dynamic. -Be proactive and enjoy collaborating across teams to deliver great commercial outcomes. -Experience in customer-facing role - a Customer Success Management, Account Management, or technical implementation role in a SaaS company would be a benefit. -Good interpersonal skills and the ability to build trust and rapport with stakeholders at all levels. -Understand customer issues and capitalise on these opportunities (when appropriate) through selling revenue-generating products and additional training to existing customers.

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Benefits

-Opportunities for career progression and development -Fun team camaraderie and events -Diverse training & internal networking opportunities across all of our product lines -Paid Volunteer Leave Days -Generous Parental Leave Program -Delicious, free, chef-prepared lunch daily on site -Public Holiday Exchange Scheme -Talent Referral Program – get rewarded for referring a friend to join our team! -Enjoy up to 4 weeks a year of flexible 'Work from Anywhere' time! -Leave to foster personal connections, health & overall well-being -Casual dress and relaxed office environment -Employee Assistance Program

About Simpro Software

-Its cloud-based system handles quoting, scheduling, inventory, invoicing, and field communication for trade businesses. -Operating globally with offices across Australia, New Zealand, UK, and US. -Trusted by clients for projects in electrical, plumbing, HVAC, security, and fire protection industries, from small contractors to large enterprises. -Known for tight office-to-field connectivity, IoT integration, and mobile tools that transform how trade work is managed. -Its standout acquisitions and rapid international growth underline a company that’s both purpose-built and ambitious.

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