Customer Success Manager

7 months ago

Brisbane, Australia FCM Full time

**JOB NO**: 518858

**BRAND**: FCM

**WORK TYPE**: FULL TIME, HYBRID

**LOCATION**: NEW SOUTH WALES, QUEENSLAND, VICTORIA

**CATEGORIES**: EVENTS & PRODUCTION, CORPORATE & GROUP TRAVEL, INFORMATION & TECHNOLOGY

**CUSTOMER SUCCESS MANAGER - FCM Meetings & Events**

If you want to be a part of a team of creative event experts and are ready to take ownership of our digital meeting platform, then this role is for you.

As a Customer Success Manager, you will be pivotal in ensuring our customers succeed and thrive with our products and services. Your role will be to drive the long-term success and adoption of our event and travel digital solutions. You will be instrumental in fostering customer satisfaction and loyalty.

Your focus will be to ensure the seamless adoption and utilisation of FCM Meetings & Events’ products and platforms across global customer channels. The role guides the customer through onboarding, provides responsive support, and collaborates with cross-functional teams to improve support processes and drive revenue opportunities.

The role can be based in either Sydney, Brisbane or Melbourne.

**About FCM Meetings and Events**:
FCM Meetings and Events is a leading global provider of strategic meetings and event management solutions. With a strong presence in Australia and a commitment to delivering exceptional memorable experiences for our clients.

At the heart of FCM Meetings & Events’ products and service is our people. They are the passionate and committed to creating memorable experiences for our clients. Bringing years of experience to our customers' Meetings & Events program, they are the creatives, designers, producers, storytellers, technology experts, and event travel specialists who partner our customers in bringing their event needs to life.

We are looking for a motivated, dynamic Customer Success Manager to join our team and further elevate our customers’ experience and utilisation of our digital product offerings.

**What you’ll be doing**
- Assisting customers during the initial setup and implementation phase, ensuring they understand how to use the product or service effectively
- Providing training sessions and resources to educate customers about the features and functionalities of the product, enabling them to use it optimally
- Build strong customer relationships by understanding their needs, challenges, and goals. This often involves regular check-ins and communication to gauge customer satisfaction and gather feedback
- Gathering customer feedback about our product's features, usability, and areas for improvement by conducting surveys to measure customer satisfaction and using the feedback to improve our product and service quality
- Proactively identify opportunities to drive growth from the incumbent customer portfolio & support new business growth via the sales teams. Ensuring that customers renew their subscriptions. Also, identify opportunities for upselling or cross-selling additional FCM Meetings & Events suite of products or services
- Ensure customer satisfaction and adoption of the platform through regular check-ins and account reviews
- Gather customer feedback and provide insights to the digital product and development teams to inform product improvements.
- Achieve quarterly customer retention and growth goals by tracking customer usage patterns and health indicators (like engagement metrics) to identify customers who might be at risk of churning. Taking proactive measures to retain such customers is a critical responsibility
- Work with the Head of Supply and technology partner to drive venue sign-up to the platform
- Collaborate with marketing on campaign initiatives that drive engagement and results—encouraging satisfied customers to advocate for our products and services. This could involve testimonials, case studies, or referrals
- Creating educational content such as tutorials, webinars, or knowledge base articles to help customers learn more about the product independently
- Analysing customer data to identify trends, preferences, and pain points, which can inform business decisions and improve customer satisfaction
- Management of financial administration and reconciliation

**We’d love to hear from you if you have**
- Experience in MICE industry
- Proven experience in the corporate segment
- Demonstrated effective customer service skills
- Proven record of accomplishment in business systems ownership and process management
- Extensive experience in customer service and/or customer success roles
- Demonstrated experience in reactive and proactive problem-solving focused on improving day-to-day business operations
- Demonstrated experience in delivering training to customers
- Tertiary qualification in business or related field
- 1+ year experience in Salesforce
- Experience with tools such as JIRA, Confluence, Okta, Power BI and Service Now
- Change management and training Experience

**What’s in it for you...**
- Tick destinations off

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