Customer Success Manager

3 weeks ago

Southbank, Australia IntelligenceBank Full time

Company Description

With an enviable, multi award winning product portfolio, IntelligenceBank is leading the way when it comes to innovative marketing operations solutions.

A rapidly scaling, innovative and enthusiastic organisation, we believe in surrounding ourselves with good people. We strive to deliver the best outcomes for our customers, our partners and our people and to deliver on our brand promise to “Make Work Seem Less”.

**Job Description**:
To support us in realising our ambitious goals, we are looking for a Customer Success Manager who gets excited about helping customers succeed. Reporting to the SVP of Customer Success - APAC, you’ll be responsible for building strong relationships, driving adoption, and ensuring retention and growth of an existing portfolio of key customers. Your performance will be measured by customer retention rate, net revenue retention, and NPS scores.

Our ideal Customer Success Manager is......
- Customer obsessed and has a passion for problem solving
- A self-motivated learner who thrives in a fast-paced environment.
- An excellent communicator with a natural ability to build and maintain relationships
- Highly organised and has strong time management skills - you can juggle multiple initiatives and customer situations simultaneously
- Highly adept at working cross-functionally and collaborating in a team environment

As a Customer Success Manager, you will:

- Become the trusted advisor to a portfolio of IntelligenceBank client accounts
- Develop an in-depth understanding of the IntelligenceBank platform and its capabilities
- Continuously and repeatedly provide value to customers by being a source of best practices and ensuring they get the most value out of the IntelligenceBank platform
- Build and maintain a pipeline of upsell and expansion opportunities within your customer portfolio, and work with New Business on any Cross-Sell opportunities identified
- Achieve a set target with core performance KPIs that support upsell and retention
- Work with customers to define success, ensure adoption, retention, and expansion
- Keep customers up to date with new and soon to be released features and enhancements most relevant to themOversee client’s HelpDesk/Support tickets and support if escalation is required
- Maintain accurate and up to date notes, contacts, opportunities, and activities against all accounts in Salesforce
- Act as a liaison between the customer and the IntelligenceBank product team to represent the customer’s feedback accurately and advocate for their needs

**Qualifications**:
What you bring:

- An excellent attitude We want someone who is proactive and highly motivated.
- Experience working in a customer facing sales role; preferably for a SaaS company
- Demonstrated history of increasing account share of wallet
- Ability to develop strong customer relationships, manage expectations, and problem-solve
- Ability to present, communicate, and work effectively with others
- Outstanding probing and listening skills
- Strong analytical skills and use of data to help drive adoption, uncover opportunities and risk.
- Experience with Digital Asset Management (DAM) or Marketing Operations (MOPs) / Project Management software a plus
- Experience with Salesforce and other SaaS tools a plus
- Understanding of the Marketing Process a plus

Additional Information
**Next Steps**:
**_
"We're a 2023 Circle Back Employer & commit to replying to every applicant."_

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