Groov Looking for Customer Success Manager at Auckland, Auckland, New Zealand Full Time

Founded in 2018 by Sir John Kirwan and Adam Clark, our world class digital platform helps thousands of individuals every day. We continue to build a dynamic team focused on making a positive impact and improving the way people live – and we’re now looking for a Customer Success Manager…. Someone who is enthusiastic and empathetic, someone who has a huge amount of initiative. The ideal candidate will be articulate, analytical and constantly motivated to delight our fast growing customer base. You’ll be passionate about helping others use the best of breed tech, be able to communicate and build a strong rapport with all sorts of people, and be ready to assist with a wide range of tasks.

If you’re looking for a challenge, are focused on delighting your customers, and you thrive on variety and proactively helping organisations succeed – all whilst having a few laughs along the way, then you’re going to fit right in.

We are looking for a trailblazing custodian of our customer experience, someone who wakes up obsessing about what products and features will help our customers and partners thrive.

This role will report directly to the VP of Customer representing the importance of Groov becoming a customer centric technology company.

Key Roles & Responsibilities:

Purpose of the role

A primary responsibility of the role is to engage, onboard and support our partners and customers. Within your portfolio you will be focused on growing adoption and increasing engagement across our workplace wellbeing offering. Through various approaches, ensure customers are successfully engaged with all points in the customer journey to see growing and continued value in Groov. In doing so, you would reduce churn and increase happiness and success among our customers, all while escalating any issues as needed to customer success/product solutions. You will be the voice of our customers across Groov.

The Role

• Your primary focus will be on ensuring our Customers are successful with our product offering.
• Identify and engage with our premium (Groov Together) and Groov Digital customers to present Groov’s offering, and onboard and manage / roll out the product offering / programme within their organisation. This will include establishing a working group, programme assistance and guidance, campaign management, ongoing relationship management and programme governance.
• Creatively drive growth – with a focus on cultivating adoption and increasing engagement across our workplace user base, in line with agreed success metrics.
• Proactively collaborate with, advise and support our customers – representing Groov across our partner network and customer base.
• Perform various tasks and initiatives to improve overall customer experience with Groov which would increase CSAT and NPS. Identifying opportunities for reference accounts/marketing case studies from your portfolio.
• Work with Customer Success, Product, Clinical and Marketing on target metrics and required outreach – understand organisational objectives around wellbeing.
• Continually seek opportunities to improve and adapt the product offering, services and programme to our customers needs, in order to make it successful; being the voice for the customer and liaising with all other business units within Groov.
• Contributing as part of the wider team to achieve organisational objectives even if this means doing things that aren’t strictly within the scope of your role.

Requirements

Your Experience

• Experience in a SaaS environment, customer success, key account management, project management or sales advisory role
• Experience working with organisations in different markets/locations
• Experience developing processes, automating, delivering efficiencies and standardisation across a business unit
• Experience delivering remote training content, in customer onboarding/implementation, project management, and business requirements and data analysis
• Experience with contract negotiation and leading steering committees, working groups and focus groups.
• Experience with a CRM solution, and comfort in data analysis
• Experience in software and services up-selling and/or cross selling is a bonus.
• A relevant tertiary qualification is beneficial

You Will

• Be the voice of the customer for our workplace customers, partners and associated government agencies.
• Standardise customer engagement and measure its impact at each stage of the customer lifecycle.
• Project managing the roll out of our programme within the customers organisation, understanding their internal language and processes for maximum impact / success
• Be curious, love data, and have a thirst for automation and constant positive change.
• Have sound business acumen, understand the nuances of contract negotiation, and thrive in a scale up scenario where you move at pace and exceed customer expectations with expansion in mind
• Alongside the VP of Customer, partner with sales, marketing, clinical and product leadership to build strong processes and engagement frameworks that will ultimately grow Groov revenue while providing an ideal customer experience.
• Achieve operational excellence by continuous measurement and communication of success metrics to the VP of Customer.
• Identify opportunities for continuous improvement of operations and cross functional collaboration with other internal stakeholders.
• Proactively identify customer product pain points, missing features and opportunities for growth.
• Gather feedback from Groov customers as well as analysing customer data, proactively identifying key trends and a single view of the customer.
• Be able to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards to identify trends and improve customer experience
• Tailoring the programme to the needs of the customer, finding creative solutions to deliver content in a way that will resonate with the customer and the needs of their people / organisation.
• Have great written and verbal communication
• Show initiative and can work autonomously
• Be solution oriented and an analytical thinker

To apply for this role you must be a New Zealand citizen, resident, or have already secured the right to work in New Zealand and therefore hold a valid visa

You’re going to love this role if you have:

• A genuine interest in organisational psychology / workplace wellbeing, and a sincere interest in and empathy for your customers and co-workers.
• Practical, hands-on approach with the ability to lead by example. You get things done.
• High personal productivity; you have initiative, you are a “do-er” first and foremost.
• You’re undoubtedly a team player and are flexible and programmatic.
• Experience crafting and implementing improvements to operating model and service offerings to meet changing customer requirements and needs.
• Strong operational discipline with an analytical and process-oriented mindset. You take a data based approach to decision making and assessment.
• Experience with a SaaS or other recurring revenue/service business models
• Developed voice of customer programmes or have experience within a customer focused tech organisation.
• Proven history and track record of working with Sales, Marketing, Product and Engineering to make sure everything is geared towards customer success.
• High emotional intelligence and an ability to challenge in a nuanced way.
• A good sense of humour and you genuinely like to work hard, but want to have some fun along the way.

Benefits

We’ve got some awesome benefits working at Groov that help us live our values every day. When you become a Groover, not only do you get to work for a mission-led organisation with a big heart, some of the other perks and benefits you get are

• Flexible hybrid working and a beautiful office in Parnell
• Paid Groov days to give us more time to walk the talk and live the #6 Pillars so we can keep feeling good and functioning well
• An annual learning and development allowance to support you to learn and grow in ways that are meaningful to you
• Focus time between 9 – 11am a few days a week to support ourselves and each other in deep work
• A parental leave policy we’re extremely proud of
• Comprehensive mental health support with our expert mental health specialist partners