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APAC Enterprise Client Success Manager

2 months ago

Melbourne, Victoria, Australia Cision Full time

Cision, a leader in media intelligence, empowers over 5,000 esteemed organizations worldwide to connect with their audiences effectively in the dynamic realm of social media.

By merging cutting-edge, AI-driven consumer insights with top-tier social media management solutions, Cision provides a comprehensive suite of specialized products and services that facilitate seamless workflows. With Cision, brands and agencies can adapt and excel in today's rapidly evolving digital landscape by making informed decisions and implementing data-driven social strategies at every customer interaction.

With a global presence, Cision operates in 17 locations worldwide and boasts a workforce of over 1,000 dedicated professionals.

As a Customer Success Manager (CSM) within the APAC division, you will be a motivated, experienced, and customer-focused collaborator who thrives on utilizing your adaptability, analytical skills, and business acumen to cultivate relationships, achieve results for our clients, and enhance account growth. A successful CSM is passionate about customer success, possessing a natural curiosity and an instinct to delve deeper into understanding client needs and tailoring strategies for their success. Post-onboarding, you will be expected to have comprehensive knowledge of our products, coupled with a profound understanding of the digital media landscape, ensuring that clients view you as their trusted advisor.

Key Responsibilities:
  • CSMs manage the customer relationship from post-sale through to renewal, focusing on: Relationship Management, Retention, Growth, and Risk Mitigation.
  • Establish a trusted advisor relationship with customer stakeholders and executive sponsors to enhance product adoption and ensure they derive maximum business value from our solutions.
  • Monitor and analyze adoption and utilization patterns, offering recommendations based on risk assessments and customer business requirements. Conduct regular customer health evaluations.
  • Identify opportunities for account growth by exploring additional solutions offered by Cision or its partners.
  • Collaborate with customers to strategize on optimizing product usage and share industry trends to help them achieve business success.
  • Work closely with internal Cision teams to align account activities with the customer's strategic objectives, effectively engaging account managers and strategy advisors as needed.
  • Recognize renewal risks and partner with internal teams to address challenges and ensure successful renewals.
  • Act as the voice of the customer, gathering feedback to drive continuous improvement across all areas, including product development.
Qualifications:
  • Fluency in English; proficiency in additional APAC languages is advantageous.
  • A customer-centric approach, demonstrating genuine care for client success.
  • Strong commercial insight and comfort in working towards defined targets, exhibiting goal-oriented accountability.
  • In-depth product knowledge, including usage and leveraging capabilities. Experience with tools featuring API integrations is a plus.
  • Extensive domain knowledge in social media and customer experience.
  • Experience in utilizing or onboarding clients to social media management platforms.
  • Ability to educate and advocate effectively (clarity, patience, enthusiasm).
  • Excellent organizational skills, including project management and milestone tracking.
What We Offer:
  • A collaborative and informal work environment characterized by high levels of personal responsibility and accountability.
  • Being part of a close-knit APAC team that fosters a positive work atmosphere.
  • The chance to collaborate with international colleagues across Cision's global offices.
  • A comprehensive onboarding program and access to online training resources to equip you for success.
  • A competitive compensation package featuring a solid base salary and a team-oriented commission structure designed to motivate you.
  • Opportunities for career growth within the Customer Experience department, with a commitment to helping you achieve your professional goals.

If you find this opportunity intriguing but do not meet every requirement, we encourage you to apply. We look forward to hearing from you.