Strategic Client Advisor

2 weeks ago

Sydney, New South Wales, Australia beBeeSuccess Full time $110,000 - $130,000
Customer Success Manager Role

This is a senior-level position in which you will be responsible for overseeing the success of our clients.

You will be a trusted advisor to our customers, understanding their business and strategy as it relates to our product portfolio. Your primary goal will be to ensure operational health, customer satisfaction, and that the customer is receiving maximum ROI from their investment in our products.

To achieve this, you will oversee all aspects of client relationships, including weekly status calls, monthly SLA reporting, site visits, and business reviews. You will also be responsible for issue tracking and cross-functional communication with other teams within the company.

Additionally, you will provide regular reports and status updates to customers and internal management, including timelines, milestones, risks, issues, decisions, and overall status. You will also run in-person Customer Success Workshops and Design Thinking workshops, accurately documenting outcomes.

Your role will require strategic management of customer expectations, proactively nurturing customers to be referenceable. You will own the customer journey and drive value growth and expansion of our footprint through increasing adoption, utilization, and customer satisfaction.

Escalation management will also be a key aspect of your role, facilitating communication between various teams to restore customer wellness and stability. You will provide expert incident and problem management for high-impact issues, conducting root-cause analysis and developing corrective action plans.

Requirements
  • Bachelor's degree in a technical or business discipline or equivalent.
  • 5+ years in customer ownership roles such as customer success consulting and program management in a SaaS Content Management and/or Customer Communication Management managed solutions.
  • Strong client focus – ability to operate at a senior level and represent us in front of customer executives.
  • Excellent at building long-term internal and external relationships with stakeholders, strong interpersonal skills, and emotional intelligence.
  • Confident to converse with senior decision-makers.
  • Ability to educate and reframe customer thinking via data and insights to ensure a successful outcome.
  • Familiar with Customer Success metrics and their interpretation.
  • AI-savvy professional who can drive change toward AI-based tools and apply AI in the workplace.
What We Offer

We are committed to building an inclusive workplace environment that values diversity and promotes equal opportunities for all employees. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

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