Highly Motivated Customer Experience Specialist

1 week ago

Melbourne, Victoria, Australia beBeeCustomerSuccess Full time $96,000 - $144,000
Customer Success Manager Job Description

We are seeking a highly motivated and driven Customer Success Manager who is passionate about building strong customer relationships and providing exceptional customer experiences. This individual will be a trusted advisor and advocate for their customer base, assisting directly with product adoption and optimization, contributing to increased customer retention and reducing the risk of churn.

In this role, you will be responsible for understanding your customers' desired outcomes and driving the activity needed to achieve value realization. You will partner with your customers and collaborate with internal stakeholders to ensure adoption, satisfaction, customer advocacy, and retention.

Key Responsibilities:

  1. Build Strong Customer Partnerships: Understand customer goals and challenges and provide tailored solutions and recommendations as you map their journey to value realization.
  2. Develop Success Plans: Partner with your customers to develop success plans that influence customer outcomes.
  3. Technical Expertise: Develop a strong technical understanding of our core product suite and use this knowledge to assist customers with adoption and feature utilization.
  4. Risk Management: Gain a sound understanding of the threat landscape and advise customers on how to manage it through their applications and integrations.
  5. Customer Health and Performance: Set a vision for your customer base and proactively own your book of business; monitor customer health and performance metrics to identify opportunities for improvement, risk mitigation, and churn prevention.
  6. Collaboration: Collaborate with internal teams in Sales, Professional Services, and Support to ensure an optimal customer experience at each stage of their journey.
  7. Customer Insights: Be the voice of the customer, providing insights and feedback to senior stakeholders in Customer Success, Product, and Support.

Requirements:

  • 5-7 years of experience in a Customer Success or Account Management role within a SaaS or technology company.
  • Excellent customer, partner, and market orientation in software and subscription services.
  • Experience developing and executing Success Plans and influencing customer outcomes.
  • Technically savvy: able to learn new technology and keep up with system enhancements.
  • Analytical mindset and ability to leverage data for decision-making.
  • Results-oriented with a focus on customer satisfaction, retention, and revenue growth.
  • Experience partnering with multiple levels of customer stakeholders, including technical admins, C-level executives, legal, and compliance teams.

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