Customer Success Manager/director

3 months ago

Cremorne, Australia Tryzens Global Full time

Are you a relationship-driven professional passionate about helping clients succeed? Do you have a deep understanding of the ecommerce landscape and a knack for turning insights into action? If so, we want you to join our team at Tryzens as a **Client Success Director** in the ANZ region.

We’re leaders in global branded commerce focused on delivering cutting-edge technology solutions and services that help businesses thrive in a dynamic digital world. Our clients are at the heart of everything we do, and we are committed to ensuring their success through collaboration, innovation, and strategic growth.

As the Client Success Director, you will be responsible for the overall success of a portfolio of clients in the ANZ region. You will work closely with our clients to understand their business needs, build strong relationships, and help them leverage our technology and services to achieve their goals. This is a 12-month fixed-term role, offering a unique opportunity to make a significant impact in a short period, driving strategic priorities such as expanding service offerings, developing go-to-market strategies, and strengthening relationships with key stakeholders.

**Key Responsibilities**:
**Relationship Building**
- Develop and nurture strong, positive relationships with clients at both executive and operational levels.
- Ensure ongoing support and optimisation of client accounts to drive satisfaction, retention, and loyalty to Tryzens.
- Collaborate with the Commercial and Delivery teams to identify and develop new opportunities for growth and revenue.
- Maintain close relationships with technical partners (e.g., Salesforce) to share knowledge and uncover new business opportunities.

**Commercial Management**
- Ensure all new work quoted is within client margin guidelines and gain necessary approvals for variations.
- Conduct financial modeling to support contract renewals and new client onboarding.
- Monitor and report on client revenue targets, working closely with the Managing Director to achieve financial goals.

**Go-to-Market Strategy for Services**
- Research competition and market trends to ensure our services deliver value and stay ahead of industry changes.
- Collaborate cross-functionally with technical, design, and operations teams to develop and enhance service offerings.
- Develop frameworks for effectively sharing and enhancing our services with new and existing clients.

**Account Management**
- Manage client expectations and deliver commercially beneficial solutions that align with Tryzens' objectives.
- Track and report Net Promoter Scores (NPS) across multiple stakeholders to measure client satisfaction.
- Oversee the quarterly service review process, identifying new opportunities for added value and strategic growth.

**Key Performance Indicators**:

- Strong knowledge of and relationship with your clients.
- High client satisfaction, retention, and loyalty to Tryzens.
- Successful uptake of new services and achievement of financial targets per client.
- Positive Net Promoter Score (NPS) and consistent delivery of quarterly strategic insights.
- Effective completion of quarterly service reviews and action plans.

**Requirements**:

- Proven experience in a client success or account management role within the ecommerce or digital services industry.
- Strong understanding of web analytics and ecommerce market dynamics.
- Excellent problem-solving skills and the ability to translate market trends into actionable insights.
- Exceptional relationship-building and communication skills at all levels of an organisation.
- Commercial acumen with experience in financial modeling, contract management, and revenue growth strategies.

**Benefits**
- Flexible working hours.
- Flexibility to work from home or in any of our offices.
- Opportunities for learning and development.
- Team social events.
- 2 charity/volunteer days per year.
- 25 annual leave days per employment year.
- Day off for your birthday.
- Access to EAP support.
- Enhanced parental leave policy.

We strive to create an inclusive environment, empower employees and embrace diversity and encourage everyone to respond. Tryzens is an equal opportunity employer and every applicant will be considered without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy or maternity.

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