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Customer Success Manager

2 months ago

Australia Supportm8 Full time
About Us

Support M8 is a leading customer support partner for Direct-to-Consumer (D2C) brands. We are dedicated to providing exceptional customer service solutions to our clients in the rapidly evolving e-commerce industry. Our team is passionate about delivering top-notch customer support, helping our clients grow their businesses, and ensuring their customers have a seamless digital experience.

Job Summary

We are seeking a highly skilled Customer Success Manager to join our team. As a Customer Success Manager at Support M8, you will play a vital role in building and maintaining strong client relationships. Your primary responsibility will be to serve as the main point of contact for our clients, ensuring their needs are met, and their expectations are exceeded.

Key Responsibilities
  • Establish and maintain strong, long-lasting client relationships.
  • Serve as the primary point of contact for clients, addressing inquiries and resolving issues.
  • Understand clients' e-commerce business goals, objectives, and pain points.
  • Collaborate with internal teams to develop and implement customized solutions that align with client needs.
  • Conduct regular check-ins and account reviews to ensure client satisfaction and identify areas for improvement.
  • Proactively identify opportunities for upselling or cross-selling additional services to clients.
  • Provide clients with regular updates on project progress and performance metrics.
  • Act as a client advocate within the organization, representing their interests and feedback.
  • Resolve client escalations and handle any complex issues promptly and effectively.
  • Analyze client data and feedback to identify trends and areas for improvement.
Requirements
  • Bachelor's degree in business, marketing, or a related field is preferred.
  • Minimum of 3 years of experience in a customer success or account management role, preferably in an e-commerce, Business Process Outsourcing (BPO), or Software as a Service (SaaS) environment.
  • Exceptional communication and interpersonal skills.
  • Strong problem-solving abilities and a customer-centric mindset.
  • Ability to build and maintain positive, long-term client relationships.
  • Proficiency in using customer relationship management (CRM) software.
  • Excellent organizational and time-management skills.
  • Proactive, self-motivated, and results-driven.
  • Availability to travel for client meetings, as needed.