Customer Success Manager, ANZ

Pexip is looking for a new Rockstar working for our ANZ team, based in Sydney. The role is for a Customer Sucess Manager that will be based in Sydney and will report to our Regional Leader for Australia and New Zealand. The candidate will benefit from the ability to work flexibly, using Pexip’s advanced video conferencing tools however you will be expected to work from the North Sydney office as required.

At Pexip, one of our ambitions is to ensure we provide the highest level of customer satisfaction and engagement, and the Customer Sucess Manager will be responsible for a managing the renewals and revenue growth for an aligned set of Government and Enterprise accounts within our mid-market tier. To be successful in this role the candidate must have good organization and structure, be able to manage the customer and partner relationship with consideration and build strong relations within our Alliance community to generate new leads and new business opportunity. The role will be targeted to grow the existing revenue base aligned to the sector through the renewals and up-selling of named accounts and net new sales activity through self-generation and inbound marketing.

The ideal candidate has a proven track record of consultative selling of software or collaboration solutions to large organisations. You must possess an entrepreneurial spirit, be able to put customers first and have experience in selling Technology or UC solutions to customers.

You are passionate, content to take responsibility for your actions and performance, and are a team player with strong integrity. The Pexip culture builds firmly on the human aspects of being part of the team, and you will form the role of leading by example to team members.

Alongside the other local technical and sales champions, you will lead the renewal activities for the mid-market in ANZ ensuring upsell and growth within the existing customer base, development of channel partners for mid-scale opportunities.

Some of the responsibilities of the position include:

Mid-market Sales:

• Own individual growth/upsell quota, develop and implement strategies to grow the organisation’s business and market share.
• Manage and qualify in-bound leads for mid-market
• Drive net new mid-market customers into Pexip through outbound lead activity
• Work within the matrix organisation to deliver on the regional sales plan.
• Drive growth through our business partners (resellers) with products and services and operational processes of Pexip.

Results oriented:

• Drive towards monthly/quarterly KPI’s, including usage and adoption, renewal rates, customer contact, and more.

Customer Advocate:

• Serve as the customer's primary voice within Pexip, including into product development, leadership, sales, and operations
• Help drive adoption of the Pexip product offerings by the customer base to build “stickiness” and cement long-term value.

Communication is key:

• Maintain a regular cadence of communication with key accounts
• Communicate technical concepts to non-technical people

Drive renewals, upsells and retention:

• Own and support the customer renewals process. Coordinate with Pexip sales, channel partners, and the customer to ensure timely renewals that maximize value to the customer
• Educate existing and new mid-market customers on additional Pexip products to increase revenue

Be a team player:

• Manage cross-departmental customer issues, including billing issues, support issues, etc.
• Work with finance, sales and operations to complete renewal and restructure contracts. Coordination and communication of daily and weekly reporting to management.

Organized, independent and a clear thinker:

• Able to effectively prioritize cases based on urgency, impact, and customer need
• Capable of evaluating multiple resolution paths and making decisions to create the best possible outcomes

Required

• Have a minimum of 2 years’ experience working with UC hardware or software technology solutions
• Have experience and knowledge on the foundations of Sales and customer success.
• Demonstrate a career pattern of being able to quickly understand different technologies and an ability to advise complex organisations on efficient implementation and utilisation.
• Display strong analytical, verbal and written communication skills. You should be very comfortable presenting to groups of cross-functional executives.
• Experience in social selling, including leveraging LinkedIn and other networks, to reach critical contacts at your target accounts.
• This role requires you to be based in Sydney.

Desirable

• Experience in Account-Based Selling and Account-Based Marketing
• Technology consulting experience with a global business strategy or technology consulting firm.
• Experience selling Skype for Business and Microsoft Teams, or similar collaboration software.
• Experience selling cloud and virtualization technologies, such as VMware, Hyper-V, Microsoft Azure cloud, or other related or similar technologies.

Why Pexip?

Our purpose is to unlock the potential of video by pushing technology to new limits and presenting customers with innovative solutions that solve their challenges. Pexip was founded by a team of scientists, explorers, business developers, and designers who have been disrupting the video technology industry for decades, constantly pushing the limits of what’s possible. Our culture builds on the solid foundation of The Pexip Way. We are passionate and curious people who love what we do. Work is not a place for us but a meaningful part of our lives and something we look forward to every day. Our technology enables organizations to communicate and collaborate effectively, regardless of location. As a result, employees have the chance to work on meaningful projects that have a positive impact on businesses and communities. 

Some of our benefits:

• We put people and culture first in everything we do.
• We care about our health and take employee wellness seriously by promoting mindfulness, community, exercise, and flexibility at work.
• We are a flat organization, embracing freedom and responsibility, aligned to accountability and performance goals.
• We are proud to play the role of a technology enabler in the innovation ecosystem of our industry, and we have a fantastic team of highly talented people working here. You will work with them on disruptive and ambitious projects that move our industry forward.
• Connection is critical to building a resilient culture. We promote openness where people can grow, thrive, and succeed at work.
• Fun matters. We do everything we can to have fun at work. That does not only mean walking contests and happy hours but making everything we do every day enjoyable.

Equal Opportunity 

Pexip is an equal opportunity employer who evaluates applicants regardless of an individual’s age, race, color, gender, religion, national origin, sexual orientation, disability or veteran status. We are committed to creating a diverse and inclusive environment at work and are proud to be an equal-opportunity employer. 

We ask for gender as part of our application to ensure equal assessment in the recruitment process. Your answer will help us reach this commitment! However, the question about gender is optional and your choice not to answer will not affect the assessment of your application in any way.