Senior Customer Success Manager

4 weeks ago

Council of the City of Sydney, Australia ROBERT WALTERS AUSTRALIA Full time

This role offers you the chance to make a significant impact by helping enterprise clients achieve operational excellence, and drive business growth. You will be at the heart of customer relationships, acting as a trusted advisor and strategic partner, ensuring that clients maximise the value of their solutions and continue to expand their partnership.

What you'll do:

- Serve as a strategic partner to a curated portfolio of enterprise customers within the Retail and Hospitality industries, helping them adopt and maximise the value of advanced technology solutions.
- Develop a deep understanding of each customer's business objectives, challenges, and industry-specific needs to drive successful outcomes.
- Take ownership of customer retention by proactively engaging with clients to ensure renewals and minimise churn risk.
- Identify growth opportunities within existing accounts and collaborate closely with Sales teams to support expansion initiatives.
- Leverage your extensive industry knowledge to provide tailored insights, recommendations, and best practices that address unique client requirements.
- Advocate for customers internally by influencing product development based on emerging industry trends and direct feedback from clients.
- Contribute to the creation of industry-specific playbooks, collateral materials, and case studies that showcase success stories and best practices.
- Build strong executive relationships across client organisations, fostering trust and long-term partnerships.
- Utilise data-driven approaches through various tools to inform strategies that enhance both customer-facing interactions and internal processes.
- Actively listen to customer pain points, understand their concerns, and take thoughtful action to resolve issues efficiently.

What you bring:

- Ten years of total work experience with at least five years in customer-facing roles supporting enterprise-level organisations or clients.
- A minimum of three years' direct experience within Retail or Hospitality industries or managing enterprise customers in these sectors.
- Proven ability to build executive relationships that foster trust and deliver measurable business value for large-scale clients.
- Demonstrated expertise in leveraging data analytics tools to inform both customer engagement strategies and internal decision-making processes.
- Exceptional persuasion and presentation skills enabling clear communication across all levels of an organisation.
- Outstanding active listening abilities that allow you to understand client pain points deeply and respond with effective solutions.
- Comfort working in environments characterised by rapid change where adaptability is essential for success.
- Experience contributing to the development of industry-specific resources such as playbooks or case studies is highly desirable.
- A collaborative mindset focused on teamwork, knowledge sharing, and supporting colleagues across functions.
- Commitment to ongoing professional development through participation in training sessions, workshops, or community events.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.

To apply, please click apply or call Mikaela Rossi on 02 8289 3152 for a confidential discussion.

Job Details:

- Contract Type: Permanent
- Specialism: Sales
- Focus: Account Management
- Industry: Sales
- Salary: Attractive Salary Package
- Workplace Type: Hybrid
- Experience Level: Mid Management
- Location: Sydney CBD

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