Client Experience Champion

1 week ago

Sydney, New South Wales, Australia beBeeBusiness Full time $80,000 - $115,000

Job Title: Customer Success Manager

About This Role

We are seeking an experienced Customer Success Manager to optimize customer experience and drive growth. This key role requires strong communication and business acumen, along with a deep understanding of product capabilities and solution-based selling expertise.

The ideal candidate will excel at internal and external stakeholder engagement, aligning customer objectives with our solutions, identifying and mitigating retention risk, and advocating for the customer's needs.

Key Responsibilities
  • Plan and lead client account meetings
  • Plan and host Executive Business Review sessions for high-value customers
  • Build and maintain relationships with key stakeholders (internal and external)
  • Develop and report on Customer Success Plans
  • Proactively manage account retention to achieve renewal quota
  • Identify and pursue opportunities for account growth and achieve upsell quota
  • Provide system demonstrations to clients to facilitate upsell opportunities
  • Work with clients to ensure appropriate configuration and optimal use of product(s)
  • Contribute to client retention strategies and projects
  • Maintain knowledge of contract obligations
  • Engage the support team to service the customer in accordance with SLA's
  • Maintain client records, renewals & upsell opps in CRM and other tools
  • Gather customer insights and identify trends and patterns for business improvement
  • Oversee customer escalations and work with internal stakeholders to achieve resolution
  • Develop and share best practice with team members to continually improve the quality, effectiveness, and efficiency of our processes- Solicit customer insights & share with relevant stakeholders
Requirements
  • 2+ years' experience managing client accounts
  • 1+ years' experience in achieving account growth targets
  • Excellent communication and problem-solving skills
  • Interest in technology and ability to master new technology easily
  • Experience in a Health, Safety, and/or Employee Wellbeing role
  • Experience using our systems
  • Experience with data and reporting tools
  • Experience with Sales Force (or similar CRM)
Benefits

This role offers a competitive salary, benefits package, and opportunities for professional growth and development.

We are committed to creating a positive and inclusive work environment that supports the well-being of our employees.

Our company values diversity and is an equal opportunity employer.

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