Customer Success Manager- General Interest - EZRA

Job Description

Job Role: Customer Success Manager Location: Sydney - Hybrid 3 days a week in office Who we are Imagine what even the world’s most exceptional organizations could achieve if all their employees were coached to be their absolute best. At EZRA, we’re on a mission to do just that. We believe that through professional coaching, people get to know themselves and their goals, weaknesses and hang-ups. And once they know all that, they can build on the good stuff and work on the rest. This mindset applies not only to our clients but is manifested in our own EZRA family. We believe a happy team is a productive team. We want our people to care about and be proud of what they do. About the role As EZRA continues to grow, so does our mission to be in front of more organizations worldwide! To accomplish this, we are looking for an Enterprise Customer Success Manager reporting directly to the regional Enterprise Customer Success Lead. The focus of this role will be to work hand-in-hand with our Enterprise clients to oversee post launch customer success deliverables to provide a best-in-class service to EZRA's valued customers. This is an exciting role with significant stretch opportunities, with the individual expected to play a critical role in EZRA's current and future growth. What You'll Do Delivery life-cycle client management Proactively manage a portfolio of Enterprise clients for the full delivery lifecycle – from post-sale to program completion and non-program related workstreams. Key point of contact for all program and delivery related questions for program sponsors across client organizations. Develop and build strong relationships with key client stakeholders. Bring together internal EZRA stakeholders to support on client needs, such as Solutions Leads, Coaching Services, Tech and Product, Finance etc. Be the voice of the customer and provide feedback to internal teams to improve EZRA's product and delivery. Program Implementation & Launch Project manage the client implementation process, from the internal alignment call to understand program scope, to program launch. Coordinate to brief and include Solutions Leads, Coaching Services, Tech Ops teams in the implementation process as needed. Work closely with EZRA’s Operational Business Partner team to project manage the set-up of our more complex elements such as EZRA’s Launchpad, Credit Card payments, integrations and localized solutions. Facilitate client discussions to reach program design and go live decisions, working with Solutions Leads, where applicable. Consult on best practice and communication strategies to drive high adoption and engagement. Revenue management Ensure clear revenue activation plans for clients with prepay balances, working with the account team and beyond to put plans in place where needed. Contribute to the regional team’s revenue recognition targets. Reporting and insights Work in collaboration with Sales and the rest of the account team to understand each clients' needs and priorities to optimize the reporting provided. Align monthly reporting to show client progress towards achieving objectives, sharing successes and/or raising concerns to the account team to determine next steps. Systems, invoicing and revenue tracking Daily use of project management tool to ensure accurate and timely implementation of all programs. Build out of online intake form data capturing mandatory data ahead of launch. Coordinate billing instructions for finance to execute invoices. Keep accurate tracking of where clients’ spend is against prepay balances. Additional responsibilities Help EZRA evolve existing and new processes that will enhance the client and participant experience. About you 3+ years of Customer Success or related corporate experience Experienced client relationship manager with proven experience in a customer success role Willingness to work in a fast-paced start-up environment and comfort around operating with an element of ambiguity Critical thinking skills: ability to problem solve independently and quickly Confident, accurate and clear communicator Self-starter able to operate in a high pressure, deadline driven, virtual environment Ability to influence others without direct authority and, at times, challenge the status quo Proficiency in MS Office Suite Knowledgeable of marketing/sales messaging principles Passionate about clients and participants needs What we offer Your own world class coach Friends and family coaching 2 weeks work from anywhere Charity days Learning and Development Budget Weekly wellbeing hour Regional benefits package #LI-Hybrid We are an equal opportunity employer dedicated to having a successful, diverse team where everyone has a voice and feels able to be themselves. We believe that through valuing our uniqueness and respecting our differences, we can achieve more, and that diversity adds to our culture. Attracting and developing a diverse workforce that reflects the communities in which we serve is essential to us. #J-18808-Ljbffr