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Customer Success Manager

Commercial – Perth, Western Australia
Department Commercial
Employment Type Full-Time
Minimum Experience Mid-level

Driven and capable Customer Success Manager wanted for a full time position in a local Perth software development company.

About the business

Mastergroup is a software development company that builds and services financial software for the Agriculture industry. Our software allows our customers to easily manage their finances in order to make confident business decisions on their farms.

Our in-house software platform, Agrimaster, allows customers to create budgets, manage daily cash flow, and actively manage their finances. Our integrated payroll system, Wagemaster, allows our customers to pay their employees accurately in line with industry requirements.

We pride ourselves on being agile and customer-centric with a 'customer first' mindset in everything we do.

About the role

The Customer Success Manager will work within the Customer Success Team and is responsible for ensuring that all support delivered to Mastergroup customers (via phone, email, webchat and screen-sharing technology) is quality, efficient, timely and well structured.

This position will help Commercial Product Owner to structure the Customer Success team to ensure that the systems and processes in place allow the team to be productive, efficient and best serve our customers.

A thorough technical understanding of how both Agrimaster and Wagemaster programs work is an essential part of this role so the selected candidate will be put through a structured learning program to get up the learning curve quickly. An inquisitive and problem-solving mindset is required to learn our products, work collaboratively with fellow team members and find innovative ways to educate and empower our customers.

This is a diverse role as it includes training customers, providing direct customer support, project planning, process improvement, report generation, quality checking, content writing and staying up to date with industry regulations. The right candidate will have excellent delegation, communication, quality assurance, leadership and attention to detail abilities.

Benefits and Perks

Mastergroup is welcoming family owned business, with approximately 25 employees across Development, Marketing, Sales and Customer Success teams. 

All Mastergroup employees have the opportunity to learn, grow and develop in their roles to become experts in their fields. 

Among other things, our team members enjoy:

  • A day of paid leave on their birthday 
  • A whole-company meeting with nibbles and drinks every three weeks 
  • Flexible work arrangements 
  • Free parking in the surrounding area 
  • Employee wellness programs (daily meditation and optional chair massages)

Skills and experience

To be successful in this role, applicants will need to have (essential criteria):

  • At least five years of full time professional work experience, in an office environment 
  • Experience dealing directly with a large customer base (and a range of customer types)
  • Exposure to financial and/or payroll software systems (such as MYOB, Xero, Quickbooks, Sage, Agrimaster etc)
  • Previous experience using emails, Word, Excel, PowerPoint, switchboard phones and cloud-based systems
  • Previous experience using a CRM (customer relationship management) tool, or an online customer ticketing system (Zendesk experience is highly desirable)
  • A track record of contributing to a larger team with a common goal  

Aside from this, the soft skills that are essential for this role include:

  • Fast learner
  • Resilient 
  • Reliable 
  • Tech savvy
  • Strong communicator and leader
  • Customer-centric 
  • Professional
  • Problem solver
  • Uses initiative / self-starter
  • Friendly 
  • Attention to detail

How to apply

If this sounds like the company and the position for you, please give the People and Performance Manager, Monica Harvey, a call during business hours from Tuesday - Thursday on 1800 110 000

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    Perth, Western Australia
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