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Here at Board, we have reinvented how companies see, plan, analyse and run their businesses. Our platform allows our customers to uncover new insights, connect their strategy to their plans, and work in ways they had not previously thought possible. We’re growing fast, constantly innovating, and couldn’t be prouder to help our customers move forward with confidence in a sophisticated and changing world.
We are looking for forward-thinking people who bend over backward to put customers first. Individuals who thrive on challenge and are ready to grasp the opportunity of a lifetime. Because we fundamentally believe every colleague brings unique value to our whole. We are a workplace where each person feels seen, heard, and valued, and can contribute their unique talent to our collective effort. We believe that for ourselves and for our customers.
We want you to think big and act bold through expressing your authentic best self Board is looking for a tenacious Customer Success Manager to join our Customer Success team**.** This is a stellar opportunity to get involved in a highly visible, fast scaling SaaS cloud company. This role is an immediate full-time position. If you’re ready to roll up your sleeves and tackle unique problems that no one else is solving, keep reading.
Board is changing the way companies plan and this isn’t Customer Success as usual. We’re looking for team members who can’t sit still and are always thinking about improving the customer and partner experience. Do you enjoy diving into issues and solving problems? Are you detail-oriented yet able to communicate at a high level? Do you enjoy knowing that your work has significantly improved your client’s life? Do you have the personality, the systematic approach, and the skills to align internal, external and partner organisations through the customer journey? If so, this job is for you.
**Come see for yourself what an exciting place to work looks like**
**Your Impact**
As a Customer Success Manager, you are primarily responsible for the successful deployment, user adoption and ongoing health of our customers and their Board solutions. Acting as a key contact for customers, you will work alongside our Professional Services and Partner Success teams to ensure that the customer is trained, has a successful implementation as well as manage their ongoing health and adoption to ensure Board is delivering high ROI. As the primary customer contact for any platform challenges, you will handle escalations and ensure customer satisfaction and referenceability.
**Strategic objectives**
- Handle a portfolio of customers with a key aim to maximise the Customers ROI and secure contract renewal
- Be the primary Board point of contact and customer trusted adviser during the customer life cycle
- Work as part of an account team and utilise your internal resources to execute on the account strategy
- Spot opportunities to create sales pipeline, contribute to joint account planning and grow the account
- Connect the customer to other areas of Board as needed including the Board Product, Support, Community, Sales, as well as our partner network.
**Customer adoption**
- Proactively monitor customer end user adoption and sponsorship; build action plans to remedy if needed.
- Guide and support Customers to secure strong adoption
- Work closely with Customers to align Platform Expansion plans to key business objectives
- Enable Customers to achieve business transformation with Board, helping them to map their business goals to the platform capability
- Promote and support engagement with Board through community usage, user groups, event participation (e.g. Board Days, Customer Advisory Boards, Board Mastery Programs, local and virtual user groups)
- Educate Customers on our Platform Roadmap
- Run regular scheduled customer check-ins
**Implementation**
- Work with our Customers, Partners, and Professional Services team to ensure implementation success and service quality exceeds customer expectations.
- Coach customers to create and manage a delivery model and change management framework to support their Board journey, following Board’s trusted PRIME implementation methodology as appropriate.
- Support and collaborate with Board partners when co-delivering a solution.
- Mediate to resolve all technical/platform issues with existing implementation teams (internal or partner) and internal support teams.
- Handle issue escalation
- Ensure proactive ticket deflection
- Advocate our model building best practices with your customers.
**Results of all above**
- Safeguard high CSAT/NPS scores; improve customer relationships to reduce detractors and passives
- Targeted Gross Renewal Rates
- Targeted Net Retention Rates
**Essential Skills**
- Customer first mentality
- Business acumen
- Proactive attitude
- Ability to react with urgency, and remain calm under pressure
- Strong project and program management experience
- Ability to multi task and pr
