About Us
It's our mission to build a world that communicates more humanly. Since 2001, we've been delivering innovative and powerful communication solutions. Today, we're a communication intelligence company applying powerful machine intelligence and carefully developed algorithms to deliver effective human engagement at scale even when we are not face to face all guided by our values of Listening, Respect, Innovation, and Passion.
Our customers use Whispir to communicate across multiple channels from SMS to email, to dynamic landing pages, voice and more all easily configured to meet their specific needs. All of our customers benefit from our low code no code platform and powerful APIs. Our promise is to deliver a platform capable of achieving the world's highest engagement rates.
About The Position
Whispir Customer Success team engages our corporate customers to drive Whispir adoption and demonstrate ongoing value. This critical function is responsible for customer relationships across all levels of the client and form part of the account team. You will ensure customers are satisfied with our products and services by being customer advocates within Whispir and Whispir evangelist within the client. You will ensure the customers obtain return on their investment in Whispir by maximizing value from our platform. Customer success managers need to minimize churn from our platform while increasing usage of software and messaging as well as identifying new use cases and opportunities that Sales Account Managers will commercially negotiate to closure.
A Customer Success Manager will understand customers plan and the best ways to utilize Whispir's products & services based on their business needs or business plans. The Customer Success Manager is not focused on making sales, rather on educating their customers on the flexibility and capabilities of Whispir platform so they are encouraged to continue using our services. Customer Success Manager works with the rest of the Whispir organization to uncover new ways for Whispir to help our clients and evolve our product.
Customer Success Managers must know the Whispir products thoroughly and be hands on in our platform to show customer how easy it is to use. They are often called upon to provide best practice in utilizing the platform, existing use cases in other clients and achieving customer business outcomes. They provide technical advice to customer, assist with service requests, promote and educate clients on existing and new product features through structured enablement programs as well as educating our clients on our roadmap and new products.
You will be assigned a territory of named accounts that you will be responsible for managing. These may be adjusted across financial year half's based on management discretion.
Key Responsibilities
- Manage customer/stakeholder relationships
- Coordinate with internal and external teams for a successful outcome for the customer
- Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed
- Enable successful adoption of Whispir including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in person
- Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
- Identify opportunities for customers to act as Whispir advocates (e.g. testimonials, case studies)
- Collaborate closely with Sales to support new use cases, pilots, renewals, and expansion opportunities
- Marshall resources across the Whispir organisation as needed to support customers needs
- Perform hands-on Whispir platform training, best practice advice and show customers how to perform certain tasks and use features to achieve engagement outcomes
- Represent the voice of the customer to inform our sales process and product roadmap
- Contribute to Customer Success programs, process and knowledge base improvements
- Participate in account planning as well as establish external and internal governance to track performance & coordinate activities
- Configure the platform and follow the Enablement/Onboarding journey for the customer based on requirements identified by our Solution Architect team
- Survey the customer on their onboarding experience and subsequent user experience with our platform for continuous improvement and customer management
Secondary Responsibilities
- Perform gap analysis of requirements against existing application features to identify any new opportunities for Whispir Commercial Teams to follow up
- Coordinate resources across Whispir to ensure best client outcome
- Ensure Whispir platform technology skills are kept up-to-date
- Share acquired skills and knowledge of competitor or complementary products with the team.
- Provide input to product development roadmap based on client feedback and competitive insights.
- Proactively seek opportunities to broaden and deepen knowledge base and proficiencies.
- Track and monitor performance and action plans to achieve targets
- Escalate blockers or help needed in a timely manner with fact-based evidence to management action
About You
- At least 5 years technical solution delivery with corporate and enterprise brands
- Demonstrable track record of successful client-facing delivery
- Experience working with large enterprise customers
- Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
- Empathetic, positive attitude with a desire to help our customers reach their goals
- Ability to work under pressure, in a results-based environment
- Can do attitude towards achieving goals and targets
- Exceptional communication skills, highly organized, collaborative and detail oriented
- Can process issues quickly and accurately
- Excellent customer facing & management skills
- Experience with SaaS solution implementation
- Able to work independently and within the team to efficiently meet deadlines
- Follow through with commitments and foster mutual trust with fellow employees
- Assume additional responsibility without being asked
- Strong skills in analytical, logical and lateral thinking
- Able to solve complex problems involving multiple variables and uncertainty
- Strong skills in workshop facilitation and project governance
- Strong and applied skills in MS Word, Excel, PowerPoint, Google productivity suite
- Previous sales experience is advantageous
- Preferred skills in Jira issue tracking, ChurnZero, Salesforce CRM
Why We Think You Will Love Working at Whispir
- Paid parental leave
- Paid birthday leave
- HMO benefits
- Flexible working - because you know what works best for you
- Work remote
