Customer Success Manager - Dallas Based

POSITION DESCRIPTION:

Customer Success Manager: Dallas - USA

July 2023

About Rosterfy

Rosterfy is a global leading, end-to-end workforce engagement platform. We exist to connect communities to events and causes they are passionate about.

As winners of Australia's Fast Growth’ Sport-tech business in 2019, we are rapidly growing with clients across APAC, the USA, Asia and Europe.

Our SaaS platform powers many of the world's leading organizations (NFP’s, Local Government) & events including FIFA, The Super Bowl, Spartan Race, Starlight foundation and Habitat for Humanity.

With offices in Melbourne, Sydney, New York, Denver, Dallas & the UK, we are a vibrant and passionate team driven to power workforce programs globally!

About the role:

We’re looking for a talented individual to ensure customers reach their desired outcomes through effective onboarding and relationship management. As a byproduct of these two, we are looking for someone who is experienced in providing value to customers and maximizing revenue in their portfolio.

The Customer Success Manager acts as a liaison between Rosterfy customers and our internal teams, helping to develop the best platform possible.

Key Responsibilities

• Identify new opportunities: up-sell, cross-sell, additional training and services revenue.
• Be the voice of the customer and provide internal feedback on how Rosterfy can better serve our customers in a meaningful way
• Understand customers’ needs and priorities to optimize the use of their platform
• Identify new opportunities: up-sell, cross-sell, additional training and services revenue
• Drive new business growth through greater customer advocacy and reference-ability
• Develop and build strong relationships with key customer stakeholders and executive sponsors: steering committees, regular visits, reports, events
• Onboard new customers
• Provide training and support
• Proactively manage a portfolio of customers right through from contract signature to renewal and beyond

Required Skills and Experience

• Proactive renewal management and forecasting
• Experience in demonstrating and presenting value realization meetings
• Ability to handle a fast-paced environment and challenging workload
• Excellent time management and organizational skills
• Proven ability to collaborate and build strong relationships with customers, especially at the Executive level
• Exceptional oral and written communication skills and attention to detail
• 2+ years of experience working with a SaaS product
• Ability to manage competing priorities
• A good sense of humor and desire to be part of a close knit team
• Proven track record in revenue expansion of existing customers
• Experience in a Startup / Scale-up environments

Nice to have

• Have used Hubspot & Jira in previous roles
• Background in implementing highly configurable solutions
• Strong understanding of volunteering and workforce management
• Experience in the NFP/Charity sector

Additional Information

• Hiring Manager: Will Pagden - Global Director of Customer Success
• Package: Remuneration + 401k + Incentives
• Location: Dallas (Hybrid - 2/3 days a week in the office once established)
• Employment Type: Full-time

Hiring Process

• Decisions made by 8th September
• Hiring Manager Interview (60 mins) - 21st - 25th August 2023
• People and Culture Interview (30 mins) - 28th August - 1st September
• Presentation & meet the team (90 mins) - 4th - 8th September
• Applications close - 18th August 2023