Graduate Certificate in Customer Success Management
Learn the skills, tools and technical knowledge to retain, engage and manage customers. Covering the latest approaches in marketing, technology, leadership, analytics, sales and business strategy, learn to drive client value and accelerate your career in customer success management — Australia's no. 1 emerging job.
Please use plan code GC175O in the application system for this program.
Applications close
13 Dec 2022
- Future intakes
- Jan 2023|Apr 2023
- Number of courses
- 4
- Duration
- 12 months (6 months accelerated)
Co-created with
Program Overview
Learning outcomes
- Customer value strategies
- How to leverage customer data
- Track, predict and optimise customer behaviour
- How to increase customer loyalty and longevity
- Customer mapping techniques
- Communication strategies and stakeholder management
- Customer discovery and analysis tools
- Customer experience design
Course outcomes
- Customer value proposition maps
- Value recommendation reports
- Organisational case studies
- Customer lifecycle maps
- Segmentation analysis reports
- Customer conflict communications plan
- Customer performance analyses
Customer Value Strategy
In this course, you will approach the study of customer value from a strategic and ncustomer-centric perspective, understanding its vital role in the achievement of business objectives. Software as a Service (SaaS) companies and a study of their business models will be a core focus as the emerging company type requiring customer success professionals. You will be introduced to the fundamentals of customer value strategy and value creation, and the key frameworks and models that underpin these theories drawing from domains such as marketing, strategy and customer behaviour. You will prepare customer value recommendations suitable for senior company and client stakeholders, identifying how these help achieve overarching business strategy and drive competitive advantage.
Customer Relationships & Influencing Stakeholders
This course examines the effective and successful management of customer and stakeholder relationships. You’ll reflect on the role of the customer success professional from the lens of self, team and organisation, and how these each contribute to building sustainable, loyal customer relationships. Key theories and frameworks underpinning this course include communication, team dynamics, conflict, negotiation, feedback, organisational structures and customer relationship management will be studied.
You will learn effective communication strategies to consult with clients and foster relationships built on empathy, engagement and the provision of value. You’ll develop techniques to identify, deploy and drive change and continuous improvement initiatives in organisational contexts and customer value teams to deliver sustainable value to customers and stakeholders.
Customer Solution & Value Analytics
This course equips you with the domain knowledge and skills required to identify and implement customer value solutions, and continually assess evolving customer needs through data analytics and insights gathering. You will map the entire customer lifecycle, from engagement through to subscription renewal, recognising the evolving needs of the customer at each stage and identifying solutions opportunities. An understanding of the core capabilities (people, process and technologies) that underpin successful solutions delivery will be taught.
You will learn how to utilise data to measure key customer performance indicators such as Customer Lifetime Value and Net Promoter Score, and how to identify trends and draw insights from analysis to help grow sustainable value. Key theories and frameworks underpinning this course include customer segmentation, value pool analysis, customer loyalty, data-driven decision making, and business operating models.
Future Skills Elective
RMIT Online Future Skills are up-to-the-minute, industry led modules that focus on important capability areas for a customer success manager. Chose one of the following RMIT Online Future Skills courses:
Learn with industry experts
Dr Kevin Argus is a strategic marketer with extensive experience helping students and organisation achieve their goals through practical innovation. Kevin has received numerous teaching awards and is committed to collaborating with students to help them apply their learning, using live industry projects to develop skills and capabilities personally
Lee-anne Knight is a Senior Director in the Solution Engineering team at Salesforce in Melbourne. With over 25 years of business and CRM business and technology domain expertise, Lee-anne is passionate about innovation, strategy, customer engagement and helping people and company’s to think differently.
Our student success advisors are your first point of contact for non-academic support. To ensure that you have a valuable experience with RMIT Online, they're here to assist you with one-to-one coaching, tips on how to successfully study online, free study resources and access to RMIT services (such as counselling
With over 19 years experience in learning design both domestically and internationally, Joyce has a passion for building dynamic, engaging and world-class learning experiences.
Why choose RMIT Online
Get a world-class education and transform your career.
Real world skills
Develop skills that have been validated by industry, while getting credentialed by a world-leading university.
Industry connected
You'll gain knowledge and practical skills from renowned industry partners who are at the forefront of their field.
Flexible delivery
Advance your career while you study. RMIT Online courses let you balance work, study and life commitments.
Supported community
Be guided by a network of industry experts and peers, and supported by our dedicated success team.
Entry requirements
There are some pre-requisites for this course. You’ll need:
- An Australian Bachelor degree (or equivalent), or a higher-level qualification from a recognised tertiary institution.
- If you don’t have a Bachelor degree or equivalent, you’ll still be considered if you have five years’ full-time work experience. You will need to submit a curriculum vitae (CV).
English language
International students are required to provide current evidence of English language proficiency for admission to RMIT University. For detailed information visit the English language requirements and equivalency information.
Australian Student Visas
This program does not meet Australian student visa requirements. For an Australian student visa, you must have an on-campus place in a program of study. For more details on RMIT’s on-campus programs visit www.rmit.edu.au
Credit Pathways
At RMIT Online, we’re committed to supporting your lifelong learning journey. Our flexible learning pathways can be tailored to align with your individual educational goals. Some
of our short courses, when taken in certain combinations, are eligible for credit in the Graduate Certificate in Customer Success Management.
For a full list of the short course elective bundles and eligibility, please refer here. To be eligible for a credit transfer, you will also need to meet this program’s entry requirements. The course must be a current credential or completed within the last 10 years. Individual short courses are not recognised under the Australian Qualifications Framework (AQF).
Fees
Full Fee*
3480 per course
13920 all 4 courses
Important information
Fees are indicative only and are subject to change each year.
FEE-HELP
and
Commonwealth Supported Places (CSP)
are subject to eligibility requirements.
Plus a capped
Student Services and Amenities Fee (SSAF)
based on your credit point enrolment load.
Download a brochure
For a closer look at what you'll do in this program and where it can take you, fill out this form to get your free course guide