Client Success Manager

1 week ago


South Melbourne, Victoria, Australia Megantic Full time



LOCATION:
Melbourne VIC


Account & Relationship Management (Sales)


Join a market leading, award winning SEO agency in an exciting stage of growth, with a newly created leadership role reporting to our Head of SEO as Client Success Manager.

Megantic has over 10 years of SEO experience with a team of over 130 in four countries globally continuing to offer eCommerce services to a diverse client base.


As the Client Success Manager (based in Melbourne, Australia) you will use your experience, commercial & analytical skills, stakeholder engagement & people skills to help ensure we continue to provide the very best of service & results to our portfolio of clients.


You will be empowered to work collaboratively with our Project Managers to develop, train, maximise & measure the success of our clients.

Specifically, you will be responsible for continuously innovating and actively listening & engaging with our clients to provide the best possible service standards, solutions & process improvements to maximise client satisfaction & loyalty.


To be successful in this role you will need to be a genuine people person, self starter, client driven & solution focused.

You will immerse yourself in learning more about our strategy and our clients needs, pain points in order to develop strategies & initiatives.


  • Drive ideation, education & training of scalable growth & loyalty strategies
  • Develop & nurture client trust & relationships
  • Contribute in shaping what client success looks like for clients
  • Learn & consult on client's eCommerce tech stack & ecosystem
  • Globally recognised awardwinning agency.
  • Act as a Voice of Customer/ Customer Advocate

The Client Success Manager is responsible for

  • Primary ownership and accountability for ensuring customer success, happiness, and retention (healthy relationships)
  • Owning client engagement and advocacy leading to success & loyalty
  • Define what success means for your customers and produce detailed plans outlining a roadmap to achieve success and share in accountability of their success
  • Build and foster relationships with key decisionmakers and stakeholders
  • Monitor client health and create risk mitigation plans where needed
  • Developing retention strategies by assessing customer goals and delivering against them
  • Work collaboratively with internal stakeholders. Sharing knowledge and best practice, to continually improve our process quality, effectiveness, and efficiency

Desired Skills & Experience

  • Excellent communication, relationship and facilitation skills
  • Energy and passion for providing the best customer service going above and beyond to exceed customer expectations
  • Demonstrated experience in developing plans and objectives to achieve outcomes
  • Willingness to go out on the road and visit clients facetoface
  • A proven track record of building healthy and transparent customer and internal stakeholder relationships
  • An ability to work autonomously with high levels of selfmotivation in an unsupervised environment
  • Highly organised, selfmotivated and great at building rapport through multiple mediums
  • Strong problemsolving skills & ability to innovate actionable solutions
  • Experience in SEO/ SEM or eCommerce agencies advantageous

Employer questions

  • Do you have experience with Search Engine Optimisation (SEO)?
  • Which of the following statements best describes your right to work in Australia?
  • How many years' experience do you have as a Growth Manager?
  • Do you have customer service experience?
  • Are you available to travel for this role when required?
**If this ad describes you then APPLY Now

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