Customer Success Manager

Who we are

Brightly exists to help organisations adapt and drive positive impact for the environment and our communities through the strategic use of technology. We look at the whole picture (innovation, efficiency, security, and sustainable growth) and set ourselves apart through re-humanising IT support, providing a more responsive and personalised approach for our customers.

We have set an ambitious vision to be the technology provider of choice for impact-driven organisations, and we know that being clear about how we operate is just as important as what we do to enable us to achieve this vision. As Aotearoa’s first B Corp-certified IT services company and a Toitū Climate Positive certified organisation, we’re committed to operating in a way that benefits our customers, our team, our community, and the environment. This is also reflected in our values, which are:

• Collaboration – we are greater than the sum of our parts;
• Agility – we are flexible, open and innovative;
• Purpose – we fearlessly lead with purpose and make a meaningful difference with positive impact on the world;
• Empathy – we put people at the heart of everything.

Your role

Each person plays an important role in living our purpose and helping us achieve our vision. The Customer Success Manager contributes by building and maintaining strong relationships with our clients, understanding their needs and challenges, and increasing the value we provide as their technology partner.

Customer Relationship Management

Outcomes: Build and maintain strong relationships with our customers. This includes:

• Planning Customer Success approach tailored to customer needs
• Establishing relationships with key stakeholders
• Monitoring and analysing customer activity across managed operations and projects,
• Managing customer satisfaction and feedback to maintain positive outcomes and high levels of customer retention
• Advocate and champion customer needs within Brightly to drive and support improvements in service delivery and the value we provide our customers
• Keep accurate and updated records of customer interactions and transactions within Salesforce
• Develop, maintain and enhance customer reporting
• Track and analyse key performance indicators related to client accounts.

Customer Growth

Outcomes: Value delivered to customers is increased, driving improved customer satisfaction with a positive impact on Brightly revenue and profitability through:

• Identifying customer needs and requirements including proactively raising improvements in services and/or potential projects

• Build proposals and statements of work for relevant opportunities

• Proactively manage the sales lifecycle for assigned customers

• Input into product and pricing strategies that contribute to our sustainable growth

Service Delivery Coordination

Outcomes: Customers experience improved service delivery through effective communication and coordination of Brightly activities, including:

• Coordinate with internal teams to ensure alignment between our services and client objectives.

• Work closely with internal teams to ensure the successful delivery of services.

• Act as a liaison between clients and internal teams to facilitate communication and ensure timely completion of work

Work effectively together to deliver strong customer satisfaction

Outcomes: Our growth is enabled through efficient operations and a team mindset. This includes:

• Regularly demonstrate a positive, open, and collaborative mindset.

• Proactively seek to understand organisational policies and procedures and hold yourself and others accountable to them.

• Demonstrate how you consider our purpose, vision, and values through your conduct and decision making.

• Contribute to continuous improvement initiatives by providing feedback and suggested solutions on how we work, with an aim to provide a better experience for our people and our customers.

Contribute to a culture of health, safety, and wellbeing

Outcomes: You understand and operate within your obligations and people feel safe and cared for in our environment. We are also compliant with the Health and Safety in Employment Act. This includes:

• Promote a culture where people feel safe, cared for, and empowered to make decisions that have a positive impact on their wellbeing.
• Identify and report hazards and recommend actions in order to eliminate, isolate or minimise them.
• Apply common sense and utilise standard operational safety procedures consistent with the Health and Safety in Employment Act.
• Focus on your own wellness and actively support others to focus on theirs.

The key responsibilities of your role are subject to change from time to time due to the dynamic nature of Brightly.

The people you’ll interact with most:

Internal: Principal Consultant, Manager Business Systems & Ops, Senior Technical Consultant, Project Manager, Business Support Manager, Network and Systems Engineer, Technical Support Analysts, Customer Solutions Specialist, Senior Systems Engineer.

External: Customers, partners, vendors.

What you bring

Attributes that enable success in this role:

• Customer satisfaction oriented and desire to consistently deliver the best possible outcome.
• A conscious desire to make an impact and operate in a way that benefits our customers, our team, our community, and the environment.
• Has a human-centred and pragmatic approach to how you operate and solve problems.
• Takes accountability for outcomes and is proactive in finding solutions.
• Able to communicate with a variety of people effectively, respectfully, and in a culturally sensitive manner.
• Relentlessly focused on trusted relationships and always act in line with others’ best interests, both for internal and external relationships.
• Organised with excellent time management skills.
• Highly resilient and demonstrates good self-care and stress management.
• Flexible, adaptable, and composed.
• Have a professional manner and attitude and are ethical, responsible, and reliable.