Senior Portfolio Manager

6 days ago

Sydney, New South Wales, Australia beBeeCustomer Full time $150,000 - $180,000
Job Description:

This leadership role oversees the retention and growth of a portfolio valued at approximately U$10M ARR, serving 4,200 customers across the APAC Investment segment.

You will lead the Customer Success Operations Centre, driving operational excellence, customer satisfaction, and key journey outcomes. This involves coaching a high-performing team, monitoring customer health, and collaborating cross-functionally to resolve issues and enhance processes.

Key Responsibilities:

  • Accountability for retention & growth of the APAC investment segment portfolio (Approx U$10M ARR/ 4.2K Customers), customer experience, and fulfillment of defined operational tasks on behalf of Customer Success Managers through the Customer Success Operations CoE.
  • Lead the Customer Success Operations Centre functions on a day-to-day basis, monitoring performance through established dashboards and reports.
  • Protect and grow revenue from the Investment segment customer base, with overall accountability for fulfillment of defined segment journey outcomes, leveraging the Customer Success Operations Centre of Excellence (CoE) to fulfill tasks and workflows.
  • Monitor customer health, ensuring awareness of any areas of concerns for your client base and work with internal teams to rectify any issues.
  • Identify and develop opportunities to expand the client's use of products and services and deepen our relationship, establishing and overseeing digital and outbound campaigns through the CSOS Campaign team, monitoring success rates.
  • Define and govern escalation workflows, customer complaints and concerns, seeking to improve all aspects of the customer experience with the company. Lead collaboration with GCS Ops & Enablement, Billing, Sales and other key stakeholders, escalating where needed, to ensure customer satisfaction
  • Serve as an advocate for overall customer experience, proposing and lobbying for improved solutions, process workflows and automation opportunities.
  • Grow adoption of available digital services through partnerships with marketing, outreach campaigns & participation in digital services programs.
  • Lead ad-hoc project outcomes as defined by your manager.
  • Identify business process improvements, knowledge sharing opportunities and coach peers in your areas of Subject Matter Expertise to achieve overall business success.
Requirements:
  • 12-month contract

Please submit your resume to apply. We will be in touch with further instructions for suitably skilled candidates.

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