Customer Engagement Manager

2 weeks ago

Melbourne, Victoria, Australia ClickView Full time
About the Role

Join the dynamic Customer division of a globally recognized educational video organization. As a pivotal member of our team, you will enhance relationships and enrich video learning experiences for educational institutions.

Why Work With Us?

Are you passionate about positively influencing the education landscape for future generations? At ClickView, we harness the transformative power of video to revolutionize traditional education, enabling students and educators to cultivate a creative and innovative learning environment, regardless of their location.

We seek dedicated professionals eager to engage in a hands-on role within a vibrant organization. In return, we commit to investing in our employees to boost overall team performance and achieve mutual growth. Expect support and investment in your career, along with the benefits of a collaborative and lively workplace.

Your Responsibilities

As a Customer Success Manager (CSM) at ClickView, you will play a crucial role in delivering an exceptional customer experience. You will be responsible for meeting objectives related to engagement, interactions, and usage targets. Your role will encompass:

  • Establishing and nurturing strong, enduring customer relationships, becoming a trusted advisor.
  • Collaborating with the Customer Success Team Lead to develop a strategic success plan for your customer portfolio.
  • Acquiring and maintaining comprehensive knowledge of your customers' goals and requirements for utilizing ClickView.
  • Preparing detailed reports on account status and conducting annual reviews with clients.
  • Ensuring accurate and up-to-date records for Customer Success Management.
  • Training and educating clients on the ClickView platform through digital training sessions and organized webinars.
  • Regularly reviewing usage data and engagement metrics across your portfolio.
  • Identifying end-user challenges and proactively connecting customers with Product Support as needed.
  • Acting as an internal advocate for customers, collaborating closely with leadership to foster a culture of customer success.
  • Gathering market feedback and trends to support product development initiatives.
  • Working with the Customer Success Management Team on projects to ensure ongoing customer satisfaction and a valuable experience.
  • Participating in the continuous improvement of the Customer Success Management Team.
  • A valid driving license is essential.
Qualifications
  • Minimum of 3 years of experience in Account Management or Customer Success.
  • Experience in the SaaS or EdTech sectors is highly desirable.
  • Strong background in national account planning.
  • Exceptional customer engagement skills.
  • Excellent listening, negotiation, and presentation skills.
  • Outstanding written and verbal communication abilities.
  • Proven capacity to manage multiple account management projects simultaneously while maintaining attention to detail.
  • A self-motivated individual who sees strategic plans through to completion.
  • Ability to quickly learn new digital tools.
  • Experience with Salesforce is advantageous.
  • Ability to work independently, creatively, and collaboratively with teammates while empowering and supporting those around you.
What We Offer
  • Extra Paid Wellbeing and Volunteering Leave: To prioritize your health and the well-being of others.
  • Flexible Working Hours and Arrangements: To accommodate diverse working preferences and personal circumstances.
  • 100 Days Working from Anywhere: The opportunity to work remotely from various locations for up to 100 calendar days each year.
  • Learning and Development Budgets: Access to professional development opportunities for all team members.
  • Wellbeing Policy: With resources such as Employee Assistance Programs and wellbeing apps, we prioritize your mental health and wellness.
  • Generous Parental Leave Policy: Offering an additional 12 weeks of full pay.
  • Regular Social Events and Conferences: We celebrate our team's hard work with catered social events and conferences across all offices.

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