Customer Success Manager

About EmuTel:

At EmuTel, we are at the forefront of innovation in the IT & Telecom industry. We specialize in providing cutting-edge IT and telecommunication solutions that empower businesses to achieve their goals. Our dedication to excellence and customer satisfaction has made us a trusted partner for businesses across Australia. As we continue to grow and evolve, we are looking for passionate individuals to join our team and contribute to our mission of delivering exceptional service.

Position Overview:

As a Customer Success Manager at EmuTel, you will play a pivotal role in ensuring the success and satisfaction of our clients. Your primary responsibility will be to build and maintain strong relationships with our customers, understand their needs, and ensure that our services exceed their expectations. You will act as a bridge between our clients and our sales and technical team, ensuring smooth communication and prompt resolution of any issues.

Key Responsibilities:

Develop and maintain strong relationships with clients, understanding their business objectives and how our solutions can support their success.
Monitor customer health metrics, identify potential issues, and proactively provide solutions to ensure customer satisfaction and retention.
Conduct regular check-ins with clients to gather feedback, assess satisfaction, and identify opportunities for growth and improvement.
Collaborate with the sales and technical teams to ensure that customer needs are met and that our solutions are aligned with their goals.
Develop success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
Advocate for customer needs/issues cross-departmentally and track customer resolutions.
Prepare and deliver reports on account status, renewal, and risk management.
Lead post-sales efforts through strong relationship-building, product knowledge, planning, and execution.
Facilitate training and workshops for clients to ensure they are getting the most out of our services.
Participate in the creation of customer-focused content like case studies, testimonials, and product feedback to the marketing and product development teams.

Qualifications in Business Administration, Communication, IT, or a related field.
3+ years of experience in customer success, account management, or a similar role, preferably in the IT or Telecommunications industry.
Strong understanding of IT and telecommunications concepts and the ability to communicate technical information effectively.
Excellent interpersonal, communication, and customer service skills.
Proven track record of building and maintaining strong customer relationships.
Ability to work in a fast-paced environment and manage multiple accounts simultaneously.
Strong analytical and problem-solving skills, with a proactive approach to resolving issues.
Proficiency in CRM software and Microsoft Office Suite.
Why Join Us?

At EmuTel, you’ll be part of a vibrant and dynamic team that values innovation, quality, and customer satisfaction. We offer competitive salaries, comprehensive benefits, and opportunities for professional growth in the ever-evolving IT and telecommunications landscape. Join us and be a part of our mission to connect businesses with their future successes.

Employer questions
Your application will include the following questions:
Which of the following statements best describes your right to work in Australia?
Do you have experience in a role which requires relationship management experience?
Do you have customer service experience?

Apply Now

Please enable JavaScript in your browser to complete this form.
Click or drag files to this area to upload. You can upload up to 2 files.

EmuTel is a regional telco dedicated to providing exceptional service to businesses in regional, rural, and remote Australia.

We are an Internet Service Provider (ISP) and we provide solutions such as feature-rich business telephones, access to Australian NBN or Fibre networks, 5G broadband, and so much more.