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Customer Success Strategist

2 months ago

Banana Shire, Australia Zyte Full time

At Zyte, we thrive on data, allowing you the flexibility to work from anywhere while contributing to our mission. Established in 2010, our diverse team of over 240 professionals spans across 28 countries, dedicated to empowering our clients to harness the data necessary for innovation and business growth. We believe that every organization deserves a seamless journey to data access.

For more than a decade, Zyte has pioneered the development of robust, user-friendly tools designed to collect, format, and deliver web data efficiently and reliably at scale. Our data extraction services enable thousands of organizations to make informed business decisions, maintain a competitive edge, and foster sustainable growth. We achieve this by creating innovative, cutting-edge products that address the most intricate web data challenges. Over 2,000 companies and 1 million developers depend on our solutions to obtain the web data they require.

Reporting directly to the Head of Customer Success, we are in search of a Strategic Customer Success Manager who will ensure our clients extract maximum value from our offerings, leading to renewals, expansions, and advocacy in the marketplace. In our matrixed delivery environment, the Strategic Customer Success Manager will collaborate closely with Delivery, Product, and Sales teams to coordinate efforts across the organization, ensuring favorable outcomes for our clients.

If you are a customer-focused, data-oriented professional with a commercial mindset, this role is tailored for you.

Key Responsibilities:
  • Deliver services that may include data through subscriptions, maintenance, or ad-hoc services to enhance existing datasets.
  • Serve as the primary contact and first escalation point for customer inquiries regarding any service-related issues.
  • Act as a customer advocate, representing their needs across internal teams at Zyte.
  • Coordinate and drive technical requests or issues that involve various Zyte teams.
  • Collaborate with Product, Support, Sales, and Delivery teams to provide exceptional service to our clients.
  • Prevent escalations by offering timely information and resolutions to customer challenges.
  • Proactively identify and implement customer experience improvements through regular service reviews.
  • Provide formal status updates regularly, covering all aspects of the services provided by Zyte.
  • Maintain a consistent customer Net Promoter Score (NPS) to ensure successful customer retention.
  • Collaborate with Sales teams on renewals and proposals for expanding our service offerings.
  • Effectively onboard and retain clients by driving adoption programs that maximize the value derived from our products.
  • Identify and develop new customer opportunities, working with Sales teams to advance existing prospects.
  • Proactively address customers who may be facing challenges, working to enhance their experience and retain their business.
  • Escalate complex client issues that require additional support.
  • Provide insights from customer feedback to inform product enhancements based on identified needs.
  • Contribute to the development and implementation of best practices, processes, and tools to enhance Zyte's Customer Success Program.
Qualifications:
  • Minimum of 3 years of proven success in Account Management, Pre-Sales, or Customer Success roles.
  • Technical background or experience in supporting technical software solutions.
  • Customer-centric and relationship-focused, committed to ensuring client success and product adoption.
  • Demonstrated ability to achieve results while managing high expectations.
  • Strong organizational skills, adept at managing a customer portfolio and prioritizing tasks effectively.
  • Experience with CRM, CSM, Analytics & Automation Tools is advantageous.
  • A passion for teamwork and collaboration, working with diverse teams across the organization.
  • Exceptional written, verbal, presentation, and interpersonal communication skills.
  • Ability to work independently as well as part of a remote team.
Benefits:
  • Influence the strategic direction of Zyte and shape the web data industry.
  • Be part of a self-motivated, progressive, multicultural team with the flexibility to work remotely.
  • Join us as we strive to make vast amounts of data useful in unprecedented ways.