Customer Experience Manager

1 week ago

Sydney, Australia DemandScience Full time

We are DemandScience, a global company which never stops innovating in our mission to provide the healthiest and most predictive global B2B data and intelligence for our customers. Our clients include sales and marketing professionals at global companies. Excellent execution is in our DNA. We provide innovative AI-analytics merged with enriched data to identify your next in-market prospects and customers at scale.

**Contributes to Company Mission By**:
Being responsible as a point of contact for clients throughout their campaign experience. This position maintains contact with clients and oversees their campaign progression to ensure goals are being met. Drive product adoption, retention, and growth by delivering high levels of business value, and cultivating deep customer relationships. Responsible for all aspects of strategic account management, adoption, and customer experience and success planning. You will develop and execute strategic account plans, deliver business reviews, and drive overall customer satisfaction of your customers.

**Essential Job Functions "What You'll Do"**:

- Analyze all client programs prior to launch for clear goals and objectives for use by other key teams.
- Ensure proactive touches with clients are happening at various stages including client calls on a weekly or bi-weekly cadence.
- Daily monitoring of assigned client programs to ensure they are running according to plan.
- Execute efficient launch of campaigns and monitor progression daily to ensure completion by target end date.
- Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers' business needs.
- Closely manage and nurture accounts to identify and eliminate risk of attrition.
- Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
- Ensure customers are aware of and educated on new features and releases.
- Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services.
- Proactively focus on ways to grow and improve client relationships.
- Partner with internal stakeholders and Sales teams to align account activities and developing account strategies.
- Serve as main point of contact for new and existing clients.

**Essential Qualifications "What You'll Need"**:

- 3+ years of Client Service, Account Management or Sales experience in a competitive SaaS environment.
- Deep Marketing Automation and/or CRM and/or Content Management Systems/ Analytics experience.
- Adaptable team player with a positive attitude and effective interpersonal skills with an ability to work cross-functionally internally and with external vendors.
- Demonstrated keen eye for detail and highly organized individual.
- Attention to detail, proactive problem-solving and analytical skills.
- Ability to efficiently manage multiple customer projects simultaneously.
- Demonstrated excellent communication (verbal and written) skills, including issue tracking, triaging and crisis management.
- Ability to effectively communicate technical information to non-technical audiences.
- Self-motivated, collaborative and scrappy team player with innovative ideas to inspire customer loyalty and adoption.
- Proficiency in Microsoft Office including Outlook, Word, Powerpoint and Excel.

**THE GOOD STUFF**

We embrace diversity and inclusion and encourage our amazing team members at Demand Science to bring their authentic, fun selves to work every day. We offer a culture of innovation, mutual respect, support, and transparency. The competitive and comprehensive benefits our team members enjoy are designed to ensure you and your family members are healthy. Check this out
- Paid time off
- Contribution to Superannuation (Retirement Plan)
- Peer-Appreciation Program
- Employee Referral Program
- A fast-paced, innovative culture with an open and collaborative environment, where you can make an impact.
- Join a great organization that cares about employees

Demand Science is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

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