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Senior Customer Success Manager

3 months ago

Sydney, New South Wales, Australia Fluent Commerce Full time
Senior Customer Success Manager

Application Deadline: 30 September 2024

Department: Customer Success

Employment Type: Permanent - Full Time

Location: Australia

Reporting To: Ingrid Bernard with a dotted line to Imran

DescriptionWe are seeking a proactive and dedicated Customer Success Manager (CSM) to join our dynamic team. The CSM will play a key role in building long-term relationships with our customers, ensuring their satisfaction, and driving product adoption. The ideal candidate will have excellent communication skills, a customer-centric mindset, and a passion for helping customers achieve their goals.
Key Responsibilities:
  • Development and management of forecasting, customer engagement plans that will deliver business outcomes.
  • Conducts customers business and opportunity diagnostics to analyze business case drivers, to identify program risks and to establish action plans that deliver near term results and continue to improve business processes that ensure value realization
  • Work with the Sales Head of the region to develop and execute quarterly plans that improve adoption, customer satisfaction and renewals across the region.
  • Develop and maintain customer program reporting to communicate progress and to help govern the relationship with customers and Fluent Leadership - with specific expertise around implementation and best practices
  • Develop deep relationships with key decision makers and executive sponsors.
  • Responsible for knowledge management, best practices and leading business enablement strategies specific to Fluent value proposition
  • Assist customers with transformational change by facilitating and coordinating cross functional involvement
  • Develop and implement account strategies and implementation plans that further existing account adoption and identify new business opportunities within assigned accounts. These plans should:
    • Ensure deep adoption of both products and features
    • Increase the customer's usage of their contracted cloud applications up to and beyond the entitlements that they have.
    • Track SLA performance and overall customer satisfaction and health
  • Maintain a close working relationship with other regional business teams (Sales managers, Channel Managers, Marketing, support personnel and other customer facing personnel) in support of global customers and corporate functions necessary to support all assigned accounts.
  • Develop and maintain close working relationships with Partners engaged with assigned accounts to insure effective account relationships and deliverables.
  • Work with partner and customer during deployment to ensure the best outcome for all parties
  • Drive successful renewals (including accurate forecasting of renewals) and using in depth knowledge of customers, drive growth opportunities in partnership with assigned Account Executives
  • Facilitate regular business reviews with customer, Account team, and broader executive team members to confirm ongoing customer account goals, assess progress, align to value realization and strengthen relationships
Skills, Knowledge & Expertise:
  • 5+ years of experience in Customer Success or equivalent retention focused role
  • Strong understanding of the retail industry
  • Degree in Business Administration, Information Technology, or a related field preferred
  • Demonstrated ability to manage in a dynamic, fast paced environment
  • Exceptional ability to engage and communicate with customers, actively listen for feedback, and lead challenging conversations with customers toward positive outcomes
  • Ability to interact with customers at a C level and quickly restore confidence in "escalation" situations
  • Business oriented mindset
  • Strong analytical capability, able to identifying high-impact solutions to identified customer problems, as well as proactively solving potential issues before they become problems for the customer
  • Ability to collaborate cross-functionally and engage resources both within and outside of your direct control to move efforts forward in support of a common goal for the business
  • Be part of managing change experience in developing scalable workflows that can be implemented globally
  • Deep interest in understanding technical and functional capabilities and connecting them to the value they provide to customers, along with a strong ability and desire to comprehend technical issues
Benefits:
  • We value flexibility – Work how, when and where it suits you.
  • Centrally located tech office – Located in The Rocks, Sydney, we have a fun new office space with outdoor terrace and views of the Sydney Harbour Bridge
  • Flexible and supportive leave policies – Including generous paid parental leave and paid leave for your birthday so you can celebrate you.
  • Culture is key – We have a great team and enjoy regular social events to foster a collaborative, supportive and fun work environment.
  • A share in Fluent Commerce's success – Share options scheme for all employees.
  • Advance your career – We invest in your future by providing an allowance to help accelerate your learning and professional development.
  • Bring your whole self to work: At Fluent, we strive to create and nurture a culture where every employee can bring their whole self to work, feel inspired, and empowered to do your life's work (or be your best self).

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