Team Leader, Customer Success

  • 100 Barangaroo Ave, Barangaroo NSW 2000, Australia
  • Full-time

Company Description

Nearmap is unique. A global technology company with incredible people; a market-leader with energy and spirit. Nearmap was named as one of the world’s 10 Most Innovative Companies of 2020 by Fast Company magazine – and we’re growing.

If you join us on this exciting journey, you’ll love our inclusive values and share our ambition to become the source of truth that helps shape decisions for the liveable world.

What we do
We provide easy, instant access to high-resolution aerial imagery, city-scale 3D content, AI datasets and integrated geospatial tools, with wide-scale coverage across the USA, Canada, Australia and New Zealand. At the core of it, we’re a location content company, a visual analytics company, and a software as a service company. Innovation is weaved into our DNA.

Job Description

We are looking for an amazing Team Leader, Customer Success to join our team.  Reporting to the Director of Customer Success, this role will work towards leading and mentoring the commercial Customer Success Manager team in managing day to day customer engagement, negotiation, and contracts. You will be responsible in elevating the team with regards to improved understanding of customer pain points and the ability to grow the portfolios and deliver stronger results.

If you join us on this exciting journey, you’ll love our inclusive values and share our ambition to become the source of truth that helps shape decisions for the liveable world. 

  • Providing guidance, coaching and mentorship to our Customer Success Commercial team.
  • Aligning the Customer Success team to partner with Sales focusing on driving renewals and expansion opportunities.
  • Ensuring swift resolution of account issue escalations
  • Assisting with complex contract creation and negotiations
  • Overseeing the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention.
  • Delivering impactful outcomes making data driven decisions around strategy and adoption models across customer segments.
  • Effectively budget, forecast, and consistently help set and meet renewal and upsell expectations and also manage the CSM Commercial revenue pipeline
  • Understanding customer needs, identify root causes and drive solutions
  • Developing trusted advisor relationships with customer stakeholders

Qualifications

  • Experience working in a Customer Success Team Leader role
  • Bachelor’s degree/equivalent in Business ideally
  • Proven stakeholder management ability
  • Experience within a B2B SaaS organisation
  • Excellent written and verbal presentation skills
  • Experience establishing metrics and reporting on success
  • Proficiency in Microsoft Office. Experience in software such as Salesforce and Client Success
  • Ability to work in a fast paced, highly dynamic environment
  • Proven capability in mentoring and elevating a team early in their career and upskilling the teams’ negotiation capability

Additional Information

Some of our benefits
Nearmap takes a holistic approach to our employees’ emotional, physical and financial wellness. Our current benefits include access to the Nearmap employee share scheme, short and long-term financial incentives, flexible working options, paid volunteer days, gym and phone rebates, and lots of development opportunities including hack-a-thons and pitch-fests.

Working at Nearmap
We move fast and work smart; often wearing multiple hats. We adapted to remote working with ease and are continually looking at ways to improve. We’re proud of our inclusive, supportive culture, and maintain a safe environment where everyone feels a sense of belonging and can be themselves.

If you can see yourself working at Nearmap and feel you have the right level of experience, we invite you to get in touch.

Nearmap does not accept unsolicited resumes from recruitment agencies and search firms. Please do not email or send unsolicited resumes to any Nearmap employee, location or address. Nearmap is not responsible for any fees related to unsolicited resumes.

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