Client Success Manager

About us:  

Making a meaningful difference with mission-critical software that empowers communities to thrive.

ReadyTech is more than just a one-trick pony playing in one market with one product, or one customer. We re-imagine, design, develop and deliver technology to solve our customer’s diverse problems – supporting multiple businesses across a variety of markets to be ready for anything. 

We’re an ASX-listed company which means we are stable, have a strong track record of sustainable growth and have a significant number of long-term customers.  So, what does this mean for you? It means we can offer you an experience that will push you to be your best, provide career-building challenges, and that will offer you numerous growth opportunities that can’t be found in any other company.

It’s an inclusive environment where there is no place for politics, where we get our heads together to solve the problems that really matter to our customers, and where we always stay focused on our north star – the communities we serve, and society at large.

 

Key accountabilities of the role:

• Client retention
• Share of wallet growth (upsell and cross-sell)
• Client engagement
• Net Promoter Score (Clients)

 

Key responsibilities of the role:

 

• Student Management System Literacy and Passion- Demonstrated experience using Student Management Systems, especially for Vocational Education & Training, either as a user or administrator. A passion for Education sector technology and a curiosity to understand how systems work are essential. The successful candidate will be confident in learning our Student Management Systems in detail and guide customers in their use.
• Drive product utilisation and engagement through an intimate understanding of your clients’ business
• Identify clients' needs and challenges and coach clients on how to best utilise Readytech’s products to meet their requirements
• Grow your client spend by identifying and managing opportunities and all the commercial aspects of the sales process for existing clients, including cross-selling, expansion, upselling and renewals
• Actively manage a sizable portfolio of clients based across Australia
• Handle a large amount of incoming sales and account inquiries from new and existing clients via telephone and email
• Build success plans for your new and existing clients by understanding their critical success factors, metrics for success, potential issues, and provide recommendations
• Partner closely with other cross-functional team members to translate client business needs and product requirements into new solutions for clients.
• Actively engage At Risk customers and implement mitigation strategies for further engagement and system adoption
• Be the escalation point for all of your customers and advocate for them strongly

 

Key requirements for the role:

• Strong ability to grasp new things quickly - industry, product, technology, etc.
• Ability to demonstrate products with focus on solving real-life problems and highlighting key benefits
• Superior organisational skills
• Self-starter and willingness to work as a part of a small, dedicated and professional team
• Negotiation and objection-handling skills
• Love talking to clients, naturally curious and focused on identifying their pain points and how we can solve them
• Have an exceptional phone manner and easily build relationships with clients
• Excited about new technology with strong technical aptitude
• Process driven
• Excellent time management, organisational and multi-tasking skills as well as the ability to manage large amount of client's requests
• Knowledge of the VET sector (preferred)
• Minimum 2+ years working in a phone-based customer success/account management/sales capacity in a SaaS business
• Track record of achieving Sales KPI's and be highly numbers focussed (# calls, # renewals, # opportunities, etc)

 

Why you should become a ReadyTecher:  

 

• A day off for your birthday- hip hip hooray!
• Additional 4 days of leave each year
• ReadyTecher Awards each quarter with the chance to win flights and accommodation to Hamilton Island
• Hybrid work, with in-house baristas in Australia via the Ready Beans team
• Access to Sonder- a technology-driven platform supported by safety, medical and mental health experts - available 24/7
• Paid parental leave
• Additional paid leave for miscarriage, endometriosis and menopause
• Volunteer leave
• Flu vaccinations
• And plenty of ReadyTech merch drops along the way!

ReadyTech is committed to seeing things through each other's eyes. We invest deeply in relationships by offering positivity, fairness and empathy in every interaction and love that everyone is different. We're proud to be an equal opportunity employer that celebrates our diversity of race, beliefs, sexual orientations, gender identities, age, disability status, marital status and more - so that every single one of us can feel like we belong.

 

As part of our commitment to ensuring a safe and secure working environment for all employees and in compliance with Australian regulations, please note that if selected for this role, you will be required to complete a comprehensive police check and an Australian working rights check. Should you have any questions or concerns regarding these requirements, please feel free to contact us.

So, if you are ready for anything, please apply today. Please note that if your application is progressed to the next stage, we will send you some testing to complete as part of your application as we have found this helps us to quickly identify potential ReadyTechers!