Achieve Success as a Customer Experience Manager

1 week ago

Melbourne, Victoria, Australia beBeeCustomer Full time US$96,000 - US$144,000

We are seeking an exceptional individual to fill the role of Customer Experience Manager. This position involves building strong customer relationships and delivering outstanding experiences that drive retention and satisfaction.

In this critical role, you will be responsible for understanding customer goals and challenges, providing tailored solutions, and driving value realization.

Key Responsibilities:

  1. Develop and maintain strong customer partnerships by understanding customer goals and challenges and providing targeted solutions and recommendations.
  2. Collaborate with customers to develop success plans and drive customer outcomes.
  3. Gain a deep understanding of our core product suite and utilize this knowledge to assist customers with adoption and feature utilization.
  4. Stay up-to-date on the threat landscape and provide expert advice to customers on how to manage threats through their applications and integrations.
  5. Establish a vision for your customer base and proactively manage your book of business, monitoring customer health and performance metrics to identify opportunities for improvement and risk mitigation.
  6. Work closely with internal teams in Sales, Professional Services, and Support to ensure seamless customer experiences throughout the customer journey.
  7. Serve as the voice of the customer, providing valuable insights and feedback to senior stakeholders in Customer Success, Product, and Support.

Requirements:

  1. 5-7 years of experience in a Customer Success or Account Management role within a SaaS or technology company.
  2. Excellent customer, partner, and market orientation in software and subscription services.
  3. Experience developing and executing success plans and influencing customer outcomes.
  4. Strong technical skills with the ability to learn new technologies and stay up-to-date with system enhancements.
  5. Analytical mindset with the ability to leverage data for informed decision-making.
  6. Results-driven with a focus on customer satisfaction, retention, and revenue growth.
  7. Proven ability to partner with multiple levels of customer stakeholders, including technical administrators, C-level executives, legal, and compliance teams.

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