Customer Engagement Manager

7 months ago

Melbourne, Australia Trustpilot Full time

**We're a leading online reviews platform, free and open to all. Our mission is to be a universal symbol of trust. We are well on our way — but there's still an exciting journey ahead of us. Do you want to join us at the heart of trust?**:
We are part of an exploding industry where we have conquered the global market and due to growth within APAC we're looking for an additional Customer Engagement Manager to join our Customer Success team here in Melbourne

Our Customer Engagement team plays a crucial role in Trustpilot's commitment to building trust and transparency between consumers and businesses around the world. The team is responsible for the post sales customer journey, making sure our customers are satisfied and use our product to its full value.

In this role, you will be responsible for setting our customers up for success through their onboarding journey and supporting overall customer retention for our APAC based customers. You will be acting as a trusted advisor ensuring that the maximum value is derived from Trustpilot's products.

**In your role, you will**:

- Successfully onboard customers and ensure they are set up to fully utilize their paid subscription
- Establish a relationship with customers in your onboarding portfolio that ensures overall satisfaction with Trustpilot products, which will strengthen their adoption and help ensure contract renewal
- Identify customer requirements and ensure seamless implementation of Trustpilot's products and integrations
- Provide customers with implementation and ecommerce platform expertise to ensure optimal end customer experience
- Provide advice and guidance as to best practices to drive ROI for our customers
- Support our customers with technical troubleshooting and solution based problem solving to ensure maximum satisfaction and engagement
- Responsible for working closely alongside our New Business and Customer Success teams to support a seamless customer experience
- Acting as a trusted adviser, advocating client needs back to Trustpilot's internal support, product, engineering and sales teams

**We are looking for people with**:

- Fluent Mandarin speaking / writing skills
- Ideally significant experience of onboarding / account management
- Ability to build and maintain strong relationships with multiple stakeholders
- Experiencing working across multiple internal teams and stakeholders
- Excellent communication skills
- Adept at uncovering potential new revenue opportunities
- Possess a solid ability to manage tough conversations in a professional and solution-oriented manner
- Passion for technology and desire to expand on technical skills
- Experience with e-commerce platforms / SaaS environments preferred

**We offer**:

- Opportunities for you to be directly involved in what your personal and professional development entails
- The opportunity to be a key player at a global market leading tech company
- Vibrant culture in our Cremorne based office and opportunities for flexible working
- Generous and rewarding commission and incentive plans
- Engaging and fun events throughout the year
- The opportunity to be involved in and support programs such as Trustpilot Women in Leadership (TWIL) - an employee-led initiative designed to foster strong leadership at Trustpilot by identifying, empowering and equipping high-performing women to move into leadership positions

**About Trustpilot**:
At Trustpilot, we're passionate about our mission to offer a free and open to all review platform, built on collaboration. For consumers, we're a place to connect with and influence businesses. For companies, we're a platform for progress; a way to improve and innovate by engaging and collaborating with consumers.

We're driven by connection. It's at the heart of what we do. Our culture keeps things fresh -- it's built on the relationships we create. We talk, we laugh, we collaborate and we respect each other. We work across borders and cultures to be a tangible symbol of trust in an ever-changing world. With vibrant office locations all around the world and over 50 nationalities, we're proud to be an equal opportunity workplace with diverse perspectives and ideas.

Our purpose is a tall order, but we keep it real. We're a great bunch of humans, doing awesome stuff, without fuss or pretense.

A successful Trustpilot future is driven by you -- we give you the autonomy to shape a career you can be proud of. If you're ready to grow, let's go.

Join us at the heart of trust.
- Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed and stored globally as necessary for the uses and disclosures stated in our _Privacy Policy._

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