Customer Success Manager | SaaS | Hospitality

Job title : Customer Success Manager | SaaS | Hospitality
Location : Sydney
Job type : Permanent / Full Time
Contact name : Stuart Smyth
Job reference : 1166821
At Ordermentum we are on a mission to become the single platform of choice for all food and beverage companies to manage orders, facilitate payment and discover new products and services that save time and money. We are a fun, diverse team of 40 who are rapidly growing in a ‘scale up’ environment based in Sydney CBD. 
  
As a crucial role in the business, this individual is the conduit between the customer & Ordermentum. The successful candidate will be able to build rapport easily, decipher broad business principles & processes and maintain customer relationships. 
What you’ll do
  • You will identify common customer challenges and actively suggest better solutions
  • You will map out the full customer onboard and work closely with the Product & Sales team for custom requirements
  • Responsible for managing the entire customer journey - from sales handover through to ongoing relationship management
  • Provide helpful insights to your customers to ensure that the Ordermentum platform is helping them to trade smarter
  • You will hold internal and external stakeholders to account by creating strong relationships and influencing outcomes
  • You will be the expert in solving complex business problems with data
  • Maximising onboarding success by leveraging customer data
  • Contribute to improving the current process as Ordermentum scales up

What you’ll have
  • Ideally 2+ years of experience in Customer Success/Account Management/Project management 
  • Exceptional organizational skills
  • Has experience working and overachieving upsell sell targets
  • Knowledge of best practice including external referencing and ways to enhance our current processes
  • Experience in working with complex &  multi-divisional customers
  • Ability to effectively prioritise, plan and influence outcomes
  • Demonstrated ability to deliver high quality results within tight deadlines
  • Ability to hit the ground running with a pro active & can do attitude
  • Experience working with cross-functional teams
  • A passion for technology/systems and how they can improve business process

Behavioural Competencies and Personal Attributes
  • Energy and resilience in spades
  • Ready for a new challenge and able to hit the ground running
  • How you do things is just as important as the work you’re doing 
  • Ability to connect and influence
  • We are a small team and love seeing each other win so team attitude is a must 
  • Positive, can-do attitude that inspires others
  • A lifelong ambition to learn and improve
What you get
  • An attractive salary package, including bonus scheme
  • Reporting to the Head of Customer Success.
  • Work in a small highly capable team.
  • Great office centrally located in Sydney with a flexible working environment believing in getting things done rather than counting time at a desk.
  • Plus working in Food & Bev usually means lots of treats!
  • A focus on learning and personal development as well as support to attend conferences and events.
  • We will cover your mobile phone bill
  • Work in a highly capable team working on some interesting problems
  • Flexible working conditions including adjusted hours and working from home