Customer Success Manager

About TradeWindow

At TradeWindow, we create innovative and intelligent software solutions used by leading exporters and freight forwarders. Our mission is to re-define the way businesses establish trust and share information across global supply chains. Inspired by a team of talented thinkers, an amazing culture, and strong growth trajectory – we strive to challenge the definition of possible.

Since launching in December 2018, we have grown rapidly to become a multinational team of talented professionals with operations spanning Australia, New Zealand and the Philippines. We are listed on the New Zealand Stock Exchange and are looking for highly skilled, motivated, and resourceful people to join our journey.

About The Role

As a Customer Success Manager, you will be responsible for ensuring that our customers are successful in using our products and services. You will work closely with our customers, as well as with our internal teams, to ensure that our customers are getting the most value from our solutions whilst meeting or exceeding revenue upsell targets.

Key Responsibilities

Conduct Customer Onboarding

• Facilitate the onboarding process for new customers, ensuring they are familiar with TradeWindow products and services.
• Provide initial training and support to help customers get started.
  
  

Initial Customer Engagement

• Establish strong relationships with new customers, understanding their needs and objectives.
• Ensure customers are set up for success from the beginning of their journey with TradeWindow.
  
  

Monitor Customer Health

• Regularly assess customer usage and satisfaction levels.
• Identify signs of churn risk and proactively address potential issues.
  
  

Customer Retention Strategies

• Develop and implement strategies to retain customers, including personalised support and targeted engagement.
  
  

Ensure Value Realisation

• Ensure customers are effectively using TradeWindow solutions and realising the expected value from them.
• Provide ongoing training and resources to help customers maximise their use of TradeWindow products.
  
  

Identify Growth Opportunities

• Act as a trusted adviser to customers, identifying opportunities for product expansion and upselling.
• Collaborate with the sales team to drive growth and expansion within existing customer accounts.
  
  

Enhance Customer Experience

• Ensure customers have a consistently excellent experience with TradeWindow products and services, regardless of their location.
• Solicit and act on customer feedback to improve the overall customer experience.
  
  

Customer Advocacy

• Advocate for the customer’s needs within TradeWindow, providing a feedback loop to sales, engineering, and product teams.
• Represent customer interests in internal meetings and strategy discussions.
  
  

Collaborate With Internal Teams

• Work closely with Operations, Technology and Revenue teams to ensure customer satisfaction and address any issues.
• Facilitate communication and coordination between different departments to deliver a seamless customer experience.
  
  

Operational Efficiency

• Demonstrate strong organisational and operational skills to manage multiple customers at scale.
• Prioritise tasks effectively to meet deadlines and deliver on commitments.
  
  

Documentation and Compliance

• Maintain accurate records of customer interactions and issues in the CRM and other digital tools.
• Ensure compliance with export regulations and documentation requirements (e.g., Bills of Lading, Health Certifications, Certificate of Origin, etc.).
  
  

Continuous Learning

• Stay updated on industry trends, best practices, and new developments in customer success.
• Participate in professional development opportunities to enhance skills and knowledge.
  
  

Innovation and Improvement

• Contribute to the continuous improvement of customer success processes and strategies.
• Suggest and implement innovative solutions to enhance customer satisfaction and operational efficiency.
  
  

Required Skills/qualifications

• Bachelor's degree in Business Administration, Marketing, or a related field (preferred).
• 3+ years of experience in customer success, account management, or a related field.
• Experience in the technology industry, preferably in a SaaS environment.
• Proven track record of driving customer success and increasing customer satisfaction and retention.
• Strong communication and interpersonal skills, with the ability to build strong relationships with customers and internal teams.
• Excellent problem-solving skills and the ability to think creatively to find solutions to complex problems.
• Strong project management skills with the ability to manage multiple projects and priorities simultaneously.
• Analytical skills with the ability to analyse customer data and feedback to identify trends and insights.
• Passion for technology and innovation, with a desire to stay up-to-date with the latest industry trends and best practices
  
  

What We Offer

A competitive salary, KiwiSaver contributions, flexible working, parking (first in first served) a fun and inclusive team.