Customer Success Manager - ANZ

MATRIXX Software

Australia
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 01/07/2021
  • Website: matrixx.com
  • Company Address: 779 E. Evelyn Ave Suite E, Mountain View, CA, 94041

About MATRIXX Software

Headquartered in Silicon Valley with offices throughout the world, MATRIXX Software provides next-generation, cloud native digital commerce solutions that transform how companies do business. Serving many of the world’s largest communications companies, IoT players and emerging digital service providers, MATRIXX is committed to delivering a modern commerce platform that easily scales to support global marketplaces and consumption-based services. Through its relentless commitment to product excellence and customer success, MATRIXX empowers businesses to reinvent themselves and succeed as digital leaders.

Job Description

Succeeding with 5G will require operators to look beyond the limitations of legacy rating and charging. Success will demand a next-generation Converged Charging System that can enable continuous innovation and continuous deployment to unlock 5G commerce opportunities. Our next-generation rating and charging platform has reinvented what’s possible with OCS and will set the bar for 5G Converged Charging.

As a company, we embrace an engineering mindset committed to building right. A product approach that emphasizes growing together with our customers. A sales mindset that embraces integrity in every deal. When you join our company, you’ll have the opportunity to help us empower our rapidly growing, global customer-base with innovative technology built right from scratch. Our people. Empowering customers today, and tomorrow.

Customer Success Manager - Melbourne, Australia - Req CS-0005

We are seeking a Customer Success Manager whose key focus is customer adoption/utilization of MATRIXX products and solutions to drive customer defined strategic and operational business outcomes. Our ideal candidate for this role will have in-depth knowledge of success indicators and a solid analytical aptitude, be a driver of action to prevent issues and mitigate the impact of issues and a strong background in customer advocacy.

Responsibilities:

  • Build relationships with customer executive sponsors, speaking on a frequent cadence to strengthen relationships while uncovering new opportunities
  • Act as a change agent for driving digital transformation and advancing innovation based on MATRIXX technology and services.
  • Develop a positive relationship with customer stakeholders and executive sponsors to drive product adoption and become a trusted advisor
  • Monitor key performance metrics like customer satisfaction, subscriber growth, renewal rate, upsell/cross-sell lead identification, reference-ability, adoption, and customer engagement
    • Use key metrics to build a strategic plan to address decreases or negative changes in the metrics listed above
  • Gain a deep understanding of typical business challenges faced by our customers to appropriately map features in their security environments
  • Be a customer advocate in influencing product roadmap and improvements
  • Enable and influence priorities for 5G enabled solution planning for commercial impact
  • Identify risks to renewals on an ongoing basis and collaborate with internal teams to resolve concerns
  • Work with the support team and across MATRIXX functions to proactively identify and address risks to meeting business and operational objectives. Focus is on how the functions are executing and operating as a whole within and for the customer.
  • Coach customers on how to establish and implement MATRIXX centered change management, governance, and center of excellence programs
  • Address and associate business benefits to align with emerging and evolving needs

Required Experience:

  • 10+ years working in pre-sales, account management, customer success, consulting or similar roles related to driving customer success and adoption
  • Strong consulting and project management skills, with validated results working as a reliable advisor to drive business value for customers
  • Experience working with Cloud platforms (Amazon Web Services, Google Cloud Platform, Azure)
  • Domain expertise within the BSS space
  • Highly data-driven with a dedication to following the process
  • Passionate about driving and tracking a consistent engagement process with customers
  • The ability to multi-task and work in a dynamic environment with constant change to address emerging risks and challenges
  • Flexibility for travel up to 50% of your time

What makes MATRIXX different?
Anyone can be in the systems replacement business, but that’s not what we do.  We are in the reinvention business – re-inventing BSS and the customer experience for the 5G world that’s coming.  A tall order some would say, but when companies ask “Isn’t good enough, good enough?”  we answer “Settling for what’s good enough today, won’t help you win for tomorrow.”  Our cloud native digital commerce platform is leading the way with agility, precision and performance into the next generation of customer experience.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.