Customer Success Strategist

4 weeks ago


Melbourne, Victoria, Australia Zitcha PTY LTD Full time

About the Role

Zitcha PTY LTD is seeking a Customer Success Strategist to join our team in Australia. As a key member of our Retail Media team, you will be responsible for managing a portfolio of client accounts and fostering long-lasting relationships with our valued clients.

Key Responsibilities

  • Orchestrate overall relationships with assigned clients, including joint business planning and deep understanding of their business operations, goals, and needs.
  • Grow adoption and usage across the client's partner and brand networks, ensuring retention of Retailer and expansion of contact list across Retailer accounts.
  • Build Customer Success Plans and establish critical goals to aid the Retailer in achieving their objectives.
  • Support expansion of services within Zitcha by identifying and scoping up-sell opportunities, new integrations, and partnerships, and training to enable clients for continued success.
  • Cement yourself as a trusted/strategic advisor and advocate with both Retailers and Suppliers by driving continued value of our products and services.
  • Work with Retailers to ensure operational efficiencies are established and problem-solve where improvements can be made.
  • Maintain current functional and technical knowledge of the Zitcha platform and future products/features.
  • Add value to Retailers by providing insight with respect to the availability and applicability of new products and features.
  • Foster a feedback loop with clients to identify user improvements on the platform and brief back to the Dev team for development to improve client experience and happiness. Consistently communicate progress updates back to the client.
  • Ensure the Zitcha Product and Ops teams deliver to committed timelines to client.

Selection Criteria

Mandatory

  • Previous experience in a Customer Success role or equivalent.
  • Previous SaaS/AdTech/MarTech/Retail Media Network on the Retailer side experience.
  • Previous experience with large account with several stakeholders, preferably Enterprise level.
  • Demonstrated experience with account growth and retention.

Desirable

  • Experience working within Retail across Trade and Retail Media agreements.


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