ANZ Subscriptions Manager – Software & SaaSWe 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 (Design, Design Validation and Documentation).This is a full-time role; you will work from the Pymble office. You will occasionally be expected to travel to various customers and/or our office sites, but most of your time will be spent in the office.You will work closely with the Chief Operating Officer and our National Sales Managers across Australia and New Zealand to assist in defining and implementing customer success programs to maximise our subscription customer retention for the Manufacturing Markets in Australia and New Zealand.You will 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.Focus Areas - Key Performance IndicatorsCustomer Coverage:Define contact metrics for all Professional, Gold and Platinum categories aligned with our Go to Market Strategy.Ensure all our 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 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.Renewal Performance:Achievement of Software renewal rate and revenue target.Achievement of the on-time renewal target for ANZ.Assist in preparing an annual plan for active customers that is reviewed and amended quarterly.Work with Finance and National Sales Managers to prepare weekly subscription reports and monthly executive reports, including trend analysis and required actions.QualificationsApplicable Tertiary Qualifications (Bachelor of Commerce, Marketing, Business etc) or equivalent industry experience desirable.Experience3 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.SkillsDemonstrated 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.CRM experience.Microsoft proficiency.Power BI (desirable, however, will offer training to the right candidate).Commercial business acumen and effective communication skills (both oral & written).Capable of communicating effectively with people at senior management level in a business setting.We offer a competitive base salary and the ability to earn commission based on performance and company success.
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