Customer Success Manager

The Role of Customer Success Manager is central to the growth and continued success for the
business.
The core focus for this role is to take ownership and responsibility to maximize and indeed
exceed our monthly / quarterly financial revenue milestones. Your work will support our
strategies to expand our sales with existing accounts as well as to generate new customer
orders from a combination of pursuing leads from our marketing efforts, and from defined sales
campaigns to which you’ll be assigned.
You may be required to aid in sales operations work from time to time, at the direction of your
line manager or through their assigned coordinator

Achieve, and aim to exceed, sales targets which will be assigned to you on an annual, and/or
campaign-focused basis.

Management of named accounts and new business areas of opportunity, developing pipeline /
Revenue. Develop plans to maintain and expand our business within existing accounts.
Proactive scheduling of customer communication to ensure that their familiarity with our
portfolio and the value propositions associated is maintained. Maximize customer uptake of
inclusions and entitlements conferred by their contracts for any/all of term licenses,
subscriptions and support services contracts. Ensure that changes to such inclusions and
entitlements are communicated promptly.

Management and ownership of assigned contract agreement customers, closing renewal
orders on time and expanding the areas of opportunity within those customers.
Providing introductions and leads to the sales team where an opportunity for a new target
product has been identified within an existing account.

Develop the contact base within accounts assigned to you so that Novotek can engage with a
mix of leadership, operational, procurement and technical staff.

Make effective use of technical and domain experts within Novotek and our vendor partners to
foster prospect and customer relationships across the roles noted above.
Maintain accurate account, contact and opportunity information in our Customer Relationship
Management (CRM) system – salesforce.com (SFDC).

In particular, ensure that opportunity pipeline data is kept current at all times. You will
participate in regular team calls where the opportunity information in SFDC is used to track
progress against goals, and highlight needs for management, technical pre-sales or other
support. You will be expected to establish an understanding of which opportunities will close
each quarter using our forecasting approach.

Drive our quotation processes with accurate information reflecting the specific product and/or
service requirements needed by customers in relation to each sales opportunity.
Execute regular follow-up contacts on quotations or proposals issued.

Act on leads assigned to you, to ensure prompt follow-up to inbound inquiries or marketing
activities. We target inbound inquiries to be addressed within 1 working day, and marketing
follow-up to be addressed within 2-3 working days of lead data being available to sales team
members.

Support marketing and customer development activities by actively adopting and promoting
sales campaigns and related tools for use within your prospect and customer base.
Complete all required partner/vendor online product and commercial training courses, to
maintain knowledge of current product and commercial information.

Suggest updates and improvements for engaging with customer opportunities leveraging our
product, solutions and services offering.

Have a flexible approach and endeavour to be proactive to exceed customer expectations and
requirements.
Assist and support your peers and colleagues within the Customer Success and Operations
team, work closely with the sales team, engage with flow business customers and new alike.

Partake in training related to Novotek or supplier systems and methods as may be required
from time to time.
Ensure the office is kept clean and tidy at all times, clearing dishes away, emptying bins as
necessary and ensuring the fridge is regularly checked for out of date food etc.
Ensuring all visitors are greeted, made welcome and shown to their host, supplying
refreshments if required.
Other tasks as may be reasonably required by the Company in relation to your specific role, or
in respect of your presence in the Novotek office.

To apply, please email Natalie MacDonald with your CV and covering letter at natalie.macdonald@novotek.com