Remote Customer Success Manager

Be Part of Our Next Chapter For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started! Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose – Creating Connections. Empowering Partnerships. Always Evolving . Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history. We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences. The Customer Success Manager is the primary owner of the enterprise customer support relationship for key accounts. In addition, this role will work with support team partners, vendors, and our Operationsand Supply Chain teams to ensure optimal support delivery. They will become a subject matter expert relative to these tasks and have a role in case handling and process improvement.​ Build strong relationships with your key accountstakeholders​ Serve as advocate for continuous improvement with support delivery inmind​ Manage the onboarding of your customer to new processes and solutions provided by CoatesSupport​ Liase with Deployment Support teams to ensure healthy transition of new customer locations tooursolution.​ Monitor and respond to various customer feedback mechanisms (CSAT, Field ServiceSatisfaction)​ Participate in the product feedback and enhancement intakeprocess​ Contribute to Technical Support case handling to maintain a close understanding of ongoingsupport issues facing your keyaccount​ Maintain oversight on SLA performance for your key account, providing feedback on relativeprocessopportunities​ Work to escalate and highlight special handling to deliver an optimal support experience forcustomerstakeholders​ Serve as a Knowledge Contributor for your keyaccount $60,000 - $72,000 a year Bachelor'sDegree in Business, Engineering, or Computer Science AND 1-2 or more years ofexperience in a Customer Success, Enterprise Technical Support, or Technical AccountManagement environment supporting hardware or software products and services​ Required​ B2B SaaS Experience in a Customer Success, Account Management, or Technical Supportenvironment​ Excellent written and verbal communication skills​ Strong Customer-facing presentation skills with the ability to establish credibility and trust About Coates We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history. We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history. We are led by a forward-thinking CEO who has demonstrated a true passion for people and making Coates a place where people genuinely enjoy working. Our growth plans enable a focus on providing rapid career advancement opportunities for our talent. Together, we are creators, allowing us to make our purpose a reality – to create immersive brand experiences for everyone. Join a Crew that Cares Be part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. (Ask us about our Equality + Empowerment Initiatives). The benefits include an annual market competitive bonus program and our “Thrive Program” which includes a suite of flexible work options because we’re strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions), a Global Wellness paid day off to recharge as well as a “Give Back Day” to allow our Crew an opportunity to make an impact in the community. Be inspired To Be More We skip the red tape and aim to always stay nimble. We’re proud of where we’ve been and are energized by where we’re going. We encourage ideas and perspectives because we know the more we have, the better we are. We work hard but have fun along the way. We push the boundaries but keep it real and authentic. We believe in the values that got us here are the ones that will continue to lead us forward. We are excited by what we’ve accomplished, but know the best is yet to come. Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, disabled veteran, veteran of the Vietnam Era, or citizenship status (except in those special circumstances permitted or mandated by law).