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Senior Customer Success Manager

2 months ago

Southbank, Victoria, Australia Epsilon Full time
About the Role

We are seeking a highly skilled Senior Customer Success Manager to join our team at Epsilon. As a key member of our organization, you will play a critical role in driving performance and sales support for our retailer partnerships in APJ.

Key Responsibilities
  • Client Management: Provide world-class service to our retail partners, manage day-to-day communication and collaboration with external brands/suppliers and internal cross-functional team members.
  • Platform Presentation: Present the platform through succinct and efficient demos as and when required.
  • Commercial Strategy: Responsible for the commercial strategy to ensure success for both parties.
  • Performance Reporting: Prepare and present monthly performance reviews for individual clients to report on key performance metrics and recommendations for future strategies to enhance ROI.
  • Campaign Support: Support the build of all material creation campaign completion, bespoke presentations, marketing material.
  • Supplier Collaboration: Support Suppliers with the campaign set up and optimization recommendations.
  • Campaign Monitoring: Help to monitor overall campaign performance, where necessary, provide recommendations.
  • Campaign Status Updates: Inform our retailer of their campaign status each month, if necessary, gather approvals from Business Lead and/or client on optimizations on improvements etc.
Requirements
  • Retail Media Experience: Strong retail media, e-commerce and digital knowledge.
  • Previous Experience: Previous experience within the CPG brands/retailers.
  • Sales Experience: Sales experience both pitching and closing projects.
  • Presentation Skills: Confident in presenting to both small and large audiences.
  • Client-Facing Experience: Extended experience of client-facing account/client management experience.
  • Stakeholder Management: Experience with dealing with senior stakeholders in an organization.
  • Domo Experience: Experience in using Domo is desirable.
Desirable Traits
  • Strategic Thinking: Sees ahead to future possibilities and translates them into breakthrough strategies.
  • Problem-Solving: Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
  • Planning and Prioritization: Plans and prioritizes work to meet commitments aligned with organizational goals.
  • Collaboration: Builds partnerships and works collaboratively with others to meet shared objectives.
  • Financial Acumen: Interprets and applies key financial indicators to make better business decisions.
  • Communication: Steps up to address difficult issues, saying what needs to be said.
  • Leadership: Paints a compelling picture of the vision and strategy that motivates others to action.
  • Argumentation: Uses compelling arguments to gain the support and commitment of others.
  • Team Building: Builds strong-identity teams that apply their diverse skills and perspectives to achieve common goals.