Customer Success Manager – APAC

Mark43

Sydney, AU
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 01/11/2021
  • Website: mark43.com
  • Company Address: 28 E 28th St. 12th Fl., New York, NY, 10016

About Mark43

Mark43 is a company developing public safety software. It offers a cloud platform that comprises computer-aided and records management systems as well as data analytics and intelligence tools. The platform enables users to collect, manage, analyze, and share information.

Job Description

Mark43 Australia’s mission is to empower communities and their governments with new technologies that improve the safety and quality of life for all. We build powerful, scalable, and elegant software that sets a new standard for the tools upon which our first responders rely. Our users are diverse, and we are therefore committed to embracing diversity of thought and experience within our team. 

We are looking for a people manager to build our Sydney-based Customer Success team and practice as we expand to Australia and the greater APAC region. The Mark43 Australia Customer Success team is passionate about serving as the customer’s voice and demonstrating the value of our product offerings. The main goals of the team are to foster product adoption and user satisfaction, assist with change management, capture and contextualize product feedback for our engineering and product teams, track issue resolution, explain new feature enhancements, and mitigate/prioritize any pain points before they become critical issues. 

This is a senior level customer-facing role that requires prior people-management experience. You will help grow a team of customer success associates in managing the relationships and care of multiple live customers, post implementation. The team will be expected to demonstrate a mastery of a customer’s workflows and be able to guide them in using newly developed features. You will also be responsible for introducing new product offerings to live customers and developing up-sell opportunities as they arise. The team will be the subject matter expert for the customer and the company will lean on your team for advice and guidance. Ultimately, the team is responsible for ensuring that every live customer under your care is satisfied with our software and referenceable to prospective customers.  

Members of our current team typically have backgrounds in consulting, project management, law enforcement, and the military.

 

What you can expect to work on:

  • Working closely with Delivery and Implementation teams to ensure smooth transitions to Business as Usual (BAU) operations
  • Lead identification and mitigation of risks that block product adoption and user satisfaction
  • Co-manage many pre-implementation activities to establish relationships and domain expertise early in the process
  • Maintain excellent relationships with agency leadership and influencers within customer sites
  • Ensure that user feedback is properly tracked to help influence the product roadmap and maintain communication with customers to resolve product issues
  • Help your team in solving complex problems and working on a diversity of tasks in a fast-paced environment
  • Helping recruit and hire a team of Customer Success Associates, training and documentation SMEs, and Help Desk specialists
  • Working closely with first responders, which is a uniquely satisfying experience

 

What we expect from you:

  • 5+ years of account management or customer success experience, preferable in a team lead or management position
  • Four year university/college degree required
  • Excellent project management, change management, and customer relationship skills
  • Demonstrable experience deploying and maintaining enterprise software: making users aware of new features, mitigating customer issues, coordinating with the training and support teams, maintaining strong relationships with stakeholders, and capturing product feedback
  • Experience working with a public sector customer, such as law enforcement (LE), at the state or federal level 
  • Ability to easily work with cross-functional teams and set the team standard for effective communication and collaboration
  • Outstanding written and oral communication skills
  • Ability to both oversee team activity from a high level as well as dive into the granular details of complex customer interactions
  • Willingness to operate outside of assigned projects and pitch in wherever necessary
  • Work out of our Sydney office with frequent visits to customers sites

 

What you can expect from us: 

  • Constant collaboration with numerous Mark43 teams, including Delivery, Implementation, Product, and Engineering
  • Building mission critical and socially responsible software to enable first responders to better serve their communities
  • Real opportunity for career growth as the Customer Success team continues to grow
  • A team that respects and embraces your ideas and expertise
  • Coworkers that are motivated by pursuing excellence, rather than the prospect of personal gain
  • A workplace dedicated to supporting and bettering public safety and government agencies

 

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