Customer Success Manager

Company Description

Xref is a global, best in class, HR and recruitment technology company that empowers organisations to hire with confidence and make data driven HR decisions. Recruit, retain and remember your people with Xref’s automated reference, pulse and exit and Employee Engagement surveys.

We are a global, ASX-listed company with users in 195 countries. When you work with Xref, you work with a vast array of clients of all sizes and industry backgrounds. Our users love and trust us - we have a 4.7 star rating out of 5 on Google, G2 and Capterra.

Xref's vision is to make it easier for the world to hire and track talent throughout their journey by changing the way organisations collect and action feedback from their people. We're growing rapidly with plenty of exciting new developments and opportunities in play!

Job Description

The Opportunity:

As a Customer Success Manager, you will partner with a range of clients throughout their Xref journey. This is a client retention, focused role, with a wide reach focusing on driving client adoption through educating best practices, training new users, conducting client reviews and leveraging our CRM (Salesforce) to drive usage.

This is a collaborative role working closely with our sales and support teams both locally and globally.

• Onboarding new clients onto the Xref platform and via our integrations
• Hold training sessions for new and existing users over zoom
• Build and nurture customer relationships to understand their business goals and challenges
• Promote and expand platform usage
• Track and build usage reports for client reviews
• Assist the sales team to map client journeys
• Work with Customer Support Consultants to aid in product troubleshooting.

Key Responsibilities:

Xref Customer Success Managers are responsible for new client setup, coordinating training, post-sales support and increasing customer usage. 

The Customer Success Manager is primarily focused on driving usage and awareness of the Xref platform. The overall growth of usage will be a metric used to determine the success of this role. 

CSM’s will add value in the following way: 

• Onboarding 

• User Management

• User Education

• Increase Usage

• Product Expertise

• Customer Support

• Account Management

Qualifications

Skills And Competencies:

• A customer-centric go-getter who enjoys creative problem-solving and is energised about helping our clients
• Experience in customer success, on-boarding, product support and account management, or similar client-facing roles is highly desirable
• Exposure to the recruitment industry would be highly desirable
• Passionate about technology and comfortable digging into the details of understanding how our technology works to best explain to our clients 
• A creative self-starter with strong attention to detail and analytical skills and unsurpassed follow-through
• Excellent communication skills; comfortable working via phone and email with multiple levels of customers.
• Minimum of 2 years experience in a Customer Success Manager role or similar.

Additional Information

Why Join Us?

• People focused - We prioritise people in our technology and workplace, fostering inspiration, empowerment, and inclusivity. We have a big heart and are positively charged, we embrace innovation and welcome all ideas and contributions.
• Flexible working - We embrace a hybrid work model that prioritises results and encourages a flexible approach to working.
• An individual Learning and Development budget per employee per annum.
• The option to work from anywhere in the world for two weeks per annum.
• Recognition and reward schemes - We work hard and celebrate success.
• Paid Parental Leave scheme
• Loyalty Leave - Up to 5 days additional annual leave days depending on your tenure.
• Birthday Leave - Let’s celebrate you with an extra day!
• Career Development - Follow your passion to a new area of the business or start an adventure in one of our other global offices - we offer tailored development opportunities.
• Enjoy exclusive Wherefit member discounts at every fitness and wellbeing partner across Australia and New Zealand, including access to external mental wellbeing and coaching support.
• Employee Events throughout the year - various fun and engaging activities and events keeping our regional and global teams connected.

Check out employee journeys and what it's like to work at Xref here: https://www.xref.com/company/careers

• How to Apply
• If this sounds like your next career move, we’d love to hear from you. Apply today and join us in driving financial excellence at Xref.