Job Title: ANZ Subscriptions Manager – Software & SaaS
About the Role
We are seeking an experienced Subscription Manager to lead our fast-paced, growing team of Customer Service Representatives (CSR) within the Software -SaaS division of our business.
Key Responsibilities
* Work closely with the Chief Operating Officer and National Sales Managers across Australia and New Zealand to define and implement customer success programs that maximise subscription customer retention for the Manufacturing Markets in Australia and New Zealand.
* Lead a talented team of Customer Service Representatives (CSRs), each given a state-based territory, who interact with customers at some of Australia's and New Zealand's most innovative companies.
* Define contact metrics for all Professional, Gold and Platinum categories aligned with Ci Go to Market Strategy.
* Ensure all CSRs are trained and implement plans to achieve these metrics.
* Define engagement metrics for all Professional, Gold, and Platinum categories (including Portal and Tool usage) aligned with the Ci Value Proposition Strategy.
* Implement programs to ensure CSRs are trained, and implement plans to achieve these metrics.
* Ensure all customers achieve the defined level of contact prior to the primary renewal date for their Service Plans with Ci.
Requirements
* Applicable Tertiary Qualifications (Bachelor of Commerce, Marketing, Business etc) or equivalent industry experience desirable.
* 3 Years + Experience in customer service, preferably involving technology in B2B markets.
* Experience in subscription businesses and understanding of subscription business model (desirable).
* 3 years + people management experience (teams of 4 people or more) in a sales or customer service setting.
Skillset
* Demonstrated effective leadership skills, including managing team performance.
* Demonstrated ability to identify problems and define and implement solutions.
* Decisive, quick to act on problems and constantly ready to respond to competitive pressures.
* Credit Management experience (MS CRM preferred).
* Microsoft Office proficiency.
* Power BI (desirable, however, training will be offered to the right candidate).
* Commercial business acumen and effective communication skills (both oral & written).
What We Offer
We offer a competitive base salary and the ability to earn commission based on performance and company success.