Lead Client Advocate

2 days ago

Sydney, New South Wales, Australia beBeeCustomer Full time $100,000 - $140,000
Job Title:

Customer Success Manager

Description:

The role of Customer Success Manager is to deliver exceptional customer outcomes and drive business growth through strategic account management. You will play a pivotal part in building strong relationships with our clients, understanding their needs, and providing tailored solutions to meet those requirements.

This position involves managing the full post-sales relationship, from onboarding to renewal, upsell, and customer advocacy. As the voice of the customer internally, you will work closely with Sales and Product teams to ensure seamless delivery of the customer's vision.

Key Responsibilities:

  • Develop and foster an excellent customer experience across the full product suite.
  • Manage the transition from pre-sales to post-sales, working closely with Sales and Product teams to deliver the customer's vision.
  • Oversee onboarding, implementation, and ongoing customer success engagements.
  • Build strong customer relationships by aligning product capabilities with business needs.
  • Establish and execute proactive deployment, transition, and user adoption strategies.
  • Collaborate with Sales to embed the solution into the customer's day-to-day operations and expand usage across regions, teams or new use cases.
  • Serve as the customer's internal advocate, working cross-functionally with Product, Support and Engineering teams to escalate and resolve issues.
  • Identify opportunities for growth via upsell/cross-sell and ensure renewal success through user engagement.
  • Analyse customer usage and engagement data to improve onboarding and drive adoption.
  • Deliver product demonstrations and support enablement sessions.
  • Evaluate and enhance onboarding, training, and tutorial content.
  • Regular domestic and international travel to meet clients and strengthen relationships.
Requirements:
  • Bachelor's or Master's degree in a scientific, analytical or related discipline.
  • Highly organised, with the ability to manage multiple accounts and competing priorities.
  • Strong communication skills, both written and verbal, with an articulate, confident, and professional manner.
  • A proactive, problem-solving mindset and genuine passion for delivering excellent customer outcomes.
  • Strong presentation and interpersonal skills; able to engage stakeholders of varying seniority and technical understanding.
  • Experience working with enterprise software/SaaS platforms is preferred.
  • Ability to thrive in a fast-paced, client-facing environment with multiple deadlines and evolving product development.
Application Process:

Qualified candidates are encouraged to submit their CV along with details of their certifications and key project experience.

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