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    1 July 2021

    Hiring: Customer Success Manager

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    The Customer Success Manager forms part of the Leadership team of BOWERBIRD Interiors and reports to the Board of Directors. The role will lead and develop BOWERBIRD Interiors’ customer journey and related initiatives, in alignment with the strategic ambitions of the business. This role is a fantastic opportunity for the right person to work hard, lead from the front, inform the strategy and generate results.

    OVERSEE & MEASURE SUCCESS OF FIRST TOUCH CUSTOMER CONTACT:

    • Ensure all enquiries are proactively contacted within an hour of enquiry, ensuring effective needs analysis are carried out in a timely manner, within 24 hours of enquiry
    • Ensure the team are trained and have the tools and capabilities to describe, explain and promote our services in line with the customer enquiry and needs analysis
    • Ensure the right workflows are established so that the customer is allocated to the appropriate team/individual by the customer success team
    • You will lead by example and confidently perform outbound prospecting calls, this will be driven by both a database and also new prospecting research to be carried out by the customer success team
    • Ensure accuracy and efficiency of the customer success team’s input into CRM with all relevant and necessary information in order to correctly workflow leads
    • You will lead by example, and your team are required to be the brand ambassadors for BOWERBIRD Interiors and exemplify our values, foundation and ethos. It is your responsibility to ensure this happens
    • Develop and implement the right measures and KPI’s for the customer success team ensuring the team are running effectively
    • Report insights at a leadership level, with the responsibility to feed customer insights into other teams such as marketing, sales and operations, to ensure a customer lens is present in all we do.
    • Report insights at a leadership level, working closely with other teams to ensure a customer lens is present in all we do.

    BUILD A STRATEGY FOR CUSTOMER CROSS-SELL CURATION:

    • Assess, test and implement a “Next Best Action” analysis on the customer, as part of building a customer lifecycle model.
    • Develop and implement the right measures and KPI’s for the customer success team ensuring the team are running effectively
    • Report insights at a leadership level, working closely with other teams to ensure a customer lens is present in all we do.

    HIGH-LEVEL CAPABILITIES:

    • Values-Based Behaviours: Lead and embed the ethos and spirit of the business’ priorities, values and foundations, translating these to customer engagement
    • Impact Focus: Map and build customer success processes ensuring efficient and effective use of resources
    • Collaboration: Insert yourself as the customer champion across the business, working alongside other functions to ensure customer service and experience best practice
    • Team Performance: Map and build capabilities within the Customer Success team
    • Innovation and Improvement: Lead, promote and enable innovative approaches to service delivery and ways of working with a customer focus
    • Financial Acumen: Understand and seize up-sell and cross-sell opportunities, curating the customers’ journey with BOWERBIRD Interiors.
    • Reporting and Insights: Demonstrate the ability to extract insights and make evidence-based decisions driven by data – ensure these insights are distilled and shared at a leadership level for company-wide impact

    Our Culture

    We are down to earth and hardworking. Our team is our greatest asset and we value staff with a no-nonsense attitude. No games, politics or cliques – just a great bunch of people who work hard to make the office a satisfying and fulfilling place to be.

    If you’re a perfect match, we’d love to hear from you.

    Drop us a line with your resume at hello@bowerbirdinteriors.com.au.

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