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Client Success Executive

2 months ago

Sydney, Australia InMoment Full time

**Client Success Executive**

**YOUR OPPORTUNITY**

Do you want to work in tech and help clients improve their customer experience? Here’s an opportunity to work with the leading agency in the industry, who have a track record of helping businesses transform around experience improvements.

**WHO WE ARE**

At InMoment, we have a saying: #OwnTheMomentsThatMatter. And we live it As a team, we recognise that every moment offers a new opportunity to make an impact and leave our mark. We take deliberate action to make the lives of our families, teammates, clients, and community better within every interaction.

We are dedicated to our game-changing mission of Experience Improvement (XI), helping our clients improve experiences at the intersection of value—where customer, employee, and business needs come together. We consistently challenge the status quo in the customer experience (CX), employee experience (EX), market research (MX), and product experience (PX) industries with our hyper-modern technology platform, decades of domain authority, and global teams of experts. And we have more innovation in store

Are you ready to #OwnTheMomentsThatMatter with us?

**WHO YOU ARE**
- 2+ years experience in Account Management / Project Management / Market Research / CX SaaS
- Ability to grasp new technology platforms and quickly understand how to use new technology.
- Client relationship and customer service experience.
- Creative ability to solve problems as the technology evolves
- Ability to empathize and understand the customer experience
- Exceptional organizational skills and project management experience

**WHAT YOU’LL DO**
- Managing client tasks, service requests and opportunities.
- Work with Clients to help formulate and document business requirements and translate these requirements into briefs/ specifications to be shared with the wider InMoment development teams.
- Supporting the management and development of client portfolios focusing on growth and value.
- Support Program governance and management including issue management and resolution.
- Manage any Program growth opportunities from Sales through to delivery.
- Proactively identify any areas for improvement and recommend solutions based on best business and industry practices that help increase value and ROI for clients.
- Leverage product knowledge and understand client needs to identify technical enhancements to improve process efficiency.
- Identify inefficiencies during quality reviews and recommend process improvements.
- Responsible for the final quality assurance testing of deliverables to verify that the client's requirements have been met.
- Maintain project and solution documentation through the life cycle of all projects.
- Provide ongoing updates regarding the health of the various Client programs and assist in providing Client related information where required.

**WHAT YOU’LL GAIN**
- Autonomy - We trust our employees and offer an extremely flexible work schedule
- Generous paid leave which can be rolled over if not utilized, although we highly encourage you to take the necessary time off to switch off
- Fun, innovative, collaborative, supportive working environment
- Inclusion and Diversity teams - Women of InMoment and InMovement
- Employee recognition platform points can be used with retailers such as Amazon, and use points for hotels, tickets, gift cards, and charitable donations
- Employee recruitment referral program with generous payouts
- An opportunity to truly ‘Leave your Mark’ in a global organisation. Come join our team

**KEY RELATIONSHIPS**
- The Client Success Executive is part of the Customer Success Department.
- The Client Success Executive reports directly to the Customer Success Director (or the nominated client portfolio leader).
- The Client Success Executive must build strong working relationships with:

- Internal stakeholders such as the Technical Support Team, Solution Designers and Engineering
- External stakeholders - ie the clients of the nominated portfolio being serviced.

**LOCATION**

Hybrid/In-Office

**_
At InMoment, inclusion, and diversity are at the core of who we are. InMoment prides itself on an inclusive culture that promotes, encourages, and supports the diverse voices of our employees and clients. We strive to create workplaces that reflect the communities we serve and believe that different perspectives, interests, and backgrounds foster a stronger and more creative work environment._

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