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Postgraduate

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

27 Jun 2022

Future intakes
Jul 2022|Oct 2022
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  

Graduate Certificate in Customer Success Management

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Customer Value Strategy

In this course, you’ll analyse the emerging Software as a Service (SaaS) model, and how ‘customer value’ ties in with larger business objectives. You’ll learn the fundamentals of customer value strategy, prepare customer value recommendations, and use this knowledge to drive competitive advantage in the marketplace.

Customer Solution & Value Analytics

This course is all about using data, insights and analytics to equip customers with the right technology solutions to improve their performance. You'll start by mapping the customer lifecycle, analysing trends and searching for opportunities. Learn how data informs key metrics like Customer Lifetime Value and Net Promoter Score, and how segmentation, value pool analysis and customer loyalty are driving industry growth.

Customer Relationships & Influencing Stakeholders

Customer Success is all about relationships: with business stakeholders, as well as clients. This course will examine successful customer relationship techniques, and how to communicate successful strategies (or tricky customer challenges) to the wider business. You’ll learn how to foster high value relationships, drive organisational change, and build customer empathy. 

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
Dr Kevin ArgusProgram Manager, RMIT

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
Lee-anne KnightSenior Director, Salesforce

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.

Jennifer Morinaka 
Jennifer Morinaka  Student Success Advisor

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

Joyce Seitzinger
Joyce Seitzinger Learning Design Director, RMIT Online

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 Future Skills 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 Future Skills combinations and eligibility, please refer here. To be eligible for a credit transfer, you will also need to meet this program’s entry requirements. The Future Skills course must be a current credential or completed within the last 10 years. Individual Future Skills courses are not recognised under the Australian Qualifications Framework (AQF).   

Price

3480per course^

Program total: 13920 (all 4 courses)*^FEE-HELP and other support may be available
* Plus a capped Student Services and Amenities Fee (SSAF) based on your credit point enrolment load.
^ Fees typically increase each year and may change without notice. Total fees are estimates and should only be used as a guide.

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

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