Digital Customer Success Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeDigital Full time $90,000 - $130,000

As a leader in digital customer success, you will be responsible for overseeing the delivery of exceptional customer outcomes that meet and exceed business objectives. Your role will entail creating an engaging and high-performing team culture that fosters collaboration, innovation, and customer-centricity.

Key Responsibilities:

  • Coverage: Develop and implement strategies to enhance customer service, retention, and upselling activities while effectively managing customer escalations and supporting quarterly business reviews (QBRs).
  • Onboarding: Design and execute comprehensive onboarding programs to ensure new team members are equipped with the necessary skills and knowledge to excel in their roles.
  • Team Performance: Drive high performance across the team by setting clear goals, tracking key performance indicators (KPIs), and ensuring timely completion of tasks within established service-level agreements (SLAs).
  • Customer Service: Deliver outstanding customer service by leveraging expertise in digital marketing channels to offer tailored solutions and initiatives that drive successful outcomes for customers.
  • Relationship Building: Foster strong relationships with sales teams and clients to maintain customer loyalty and retention.
  • Process Improvement: Identify opportunities to streamline processes and improve the overall customer experience, ultimately driving operational efficiencies and cost savings.

Requirements:

  • Mentorship Experience: Possess significant experience mentoring and/or coaching a team of digital professionals, with a proven track record of improving workflows and enhancing output.
  • Client Servicing: Demonstrate prior experience in client servicing/account management and exhibit the ability to handle complex client situations with ease.
  • Calm Under Pressure: Remain composed and focused under pressure, maintaining a positive attitude while working in a fast-paced and dynamic environment.
  • Data Analysis: Be comfortable analyzing data and delivering insightful reports that inform business decisions.
  • Leadership Skills: Exhibit excellent communication and leadership skills, with the ability to build strong relationships and manage both internal and external stakeholders.
  • Attention to Detail: Possess a keen eye for detail and be able to create compelling presentations that tell a story using campaign data, market trends, and insights.

About Us:

We value diversity, equity, and inclusion in all aspects of our business. Our commitment to equal employment opportunities enables us to attract and retain top talent from diverse backgrounds. We believe that our unique approach to digital marketing and customer service sets us apart from competitors and drives success for our customers.

What's Next?

We invite applicants who share our values and passion for delivering exceptional customer experiences to join our team. If you're a motivated and results-driven individual looking to make a meaningful impact, we encourage you to apply.

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