Customer Success Manager | Sydney | Part time

3rdmill is an Australian based technology services firm with an office in North Ryde. We're looking for a Customer Success Manager to join our Sydney team and help look after our existing clients. As the CSM, you'll be their main point of contact and set the meeting rhythms and account plans. When they need something built or fixed you'll partner with our pre-sales, service delivery or development teams to help them solve it.

The role is flexible in terms of hours and location but would require at least 3 - 4 days of work spread across the week and at least 1 - 2 days in the office alongside the delivery team. The role will report to our Head of Sales, who is responsible for strategic accounts and net new growth - this role will work alongside them with the goal of maintaining customer satisfaction, retention and identifying new opportunities.

The role requires good commercial acumen, problem solving skills, exceptional attention to structure and detail, and most importantly the ability to cultivate and nurture relationships. If you enjoy collaborating with small teams, working with people and getting things done then we'd love to hear from you.

Key responsibilities

• Manage a portfolio of key accounts, serving as the primary point of contact and building strong, long-term relationships across the organisation within your accounts.
• Conduct regular account cadence to ensure customer satisfaction, identify opportunities to solve business problems with technology and address any concerns or areas for improvement.
• Understand customers' business objectives, challenges, and requirements, and align services to meet their needs effectively.
• Collaborate with pre-sales, service delivery, project management, development and procurement to shape, scope and cost solutions that meet customer objectives.
• Prepare and deliver presentations and solutions to customers with support from relevant teams
• Maintain accurate and up-to-date records of client interactions, opportunities, and sales activities in CRM and supporting systems.

About you

• Alignment to core 3rdmill values: straight talking, getting things done and taking responsibility
• 2+ years' experience within similar roles
• Excellent communication and interpersonal skills to build rapport with clients and internal teams.
• Exceptional problem-solving and critical thinking skills to address client needs and resolve issues effectively.
• Organisational and time management skills to manage multiple accounts and prioritize tasks.
• Ability to work collaboratively in a team environment and foster a positive work culture.
• Ability to work autonomously, proactively managing your own workload, identifying tasks that need to be done, and seeing them through to completion.
• Detail orientated, ability to follow established processes and procedures.

About us

3rdmill was founded in 1997 with a simple ethos - bring its customers into the digital age, the third millennium. Today that same spirit continues to drive us to our core mission - help our customers solve business problems with technology, from strategy, design and execution through to ongoing support and advice. Our team is small enough you'll know everyone by name, but large enough that you'll feel you have the support you need to learn and grow.

We promote our values through both virtual and in-person interactions, including regular lunch & learns, quarterly staff catch ups and several key events throughout the year. We encourage hybrid working arrangements providing flexibility and a good work life balance.

Employer questions

Your application will include the following questions:

• Which of the following statements best describes your right to work in Australia?
• How many years' experience do you have as a Customer Success Manager?
• How would you rate your English language skills?
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