Customer Success Manager

3 weeks ago

Sydney, New South Wales, Australia ECA International Full time
Customer Success Manager - Global Mobility - Japanese Speaking

As a Customer Success Manager, you will proactively ensure our customers achieve their goals using our platform and services and receive maximum value from them. This role requires a passionate and results-driven individual to be a customer advocate, problem solver and relationship builder. Strong relationships with our clients are key to our success as a company, meaning proactive account management with a focus on exceeding their expectations, retention, up-selling and cross-selling to maximise the value they receive from our offering. The role involves interaction with some Japanese-speaking customers, so business-level proficiency in Japanese is required. Experience in the Global Mobility and Travel Management industry sectors is a definite plus.

About You

Key Responsibilities

  • Relationship Management: Build and maintain long-term relationships with customers, acting as their primary point of contact and trusted advisor.
  • Platform Implementation and Training: Guide new customers through the implementation process, ensuring they are set up for success and fully understand how to use the Expert platform.
  • Retention and Renewal: Monitor customer health metrics to identify at-risk accounts and implement strategies to drive engagement, retention, and renewals.
  • Upselling and Cross-Selling: Identify opportunities to expand the customer's use of the platform, collaborating with the sales team to present solutions.
  • Product Expertise: Stay up-to-date on product features and updates to provide expert guidance and recommendations tailored to customer needs.
  • Feedback Loop: Act as the voice of the customer, collaborating with product, sales, and support teams to improve user experience and address pain points.
  • Customer Advocacy: Understand customer goals and challenges, proactively identifying opportunities for growth and improved outcomes.
  • Data and Reporting: Analyse customer usage data, providing insights and reporting on account health, engagement, and success metrics.

Qualifications

  • Proven experience of 5+ years as a Customer Success Manager, Account Manager, or in a similar role, preferably in a SaaS environment and ideally within the Global Mobility and Travel Management industry sectors
  • Exceptional communication and interpersonal skills, with the ability to build strong relationships with stakeholders at all levels
  • Strong problem-solving and analytical skills, with a customer-centric mindset
  • Business-level proficiency in written and spoken Japanese, to support Japanese-speaking customers
  • Familiarity with customer success software (e.g. HubSpot)
  • Ability to manage multiple accounts and prioritise tasks effectively in a fast-paced environment
  • Demonstrated success in achieving retention and customer satisfaction targets

Benefits

We are a collaborative team that values integrity, respect, ambition and innovation. We support work-life balance and provide opportunities for development within a diverse and inclusive environment.


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