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Customer Success Strategist
2 weeks ago
About the Position
This role is responsible for driving retention and growth across the APAC Investment segment, overseeing a portfolio of approximately AU$10M ARR and 4,200 customers.
You will lead the Customer Success Operations Centre, ensuring operational excellence, customer satisfaction, and fulfillment of key journey outcomes. The position involves coaching a high-performing team, monitoring customer health, and collaborating cross-functionally to resolve issues and improve processes.
Key Responsibilities:
- Overall accountability for retention & growth of the APAC investment segment portfolio (Approx AU$10M ARR/ 4.2K Customers), customer experience and fulfillment of defined operational tasks on behalf of Customer Success Managers through the Customer Success Operations CoE.
- Coach and lead the Customer Success Operations Centre functions on a day-to-day basis, monitoring performance through established/establishing dashboards and reports.
- Protect and grow revenue from the Investment segment customer base, with overall accountability for fulfillment of defined segment journey outcomes, leveraging the Customer Success Operations Centre of Excellence (CoE) to fulfill tasks and workflows.
- Monitor customer health, ensuring you are aware of any areas of concerns for your client base and work with internal teams to rectify any issues.
- Identify and develop opportunities to expand the client's use of products and services and deepen our relationship, establishing and overseeing digital and outbound campaigns through the CSOS Campaign team, monitoring success rates.
- Define and govern escalation workflows, customer complaints and concerns, seeking to improve all aspects of the customer experience with the company.
- Lead collaboration with GCS Ops & Enablement, Billing, Sales and other key stakeholders, escalating where needed, to ensure customer satisfaction.
- Serve as an advocate for overall customer experience, proposing and lobbying for improved solutions, process workflows and automation opportunities.
- Grow adoption of available digital services through partnerships with marketing, outreach campaigns & participation in digital services programs.
- Lead ad-hoc project outcomes as defined by your manager.
- Identify business process improvements, knowledge sharing opportunities and coach peers in your areas of Subject Matter Expertise to achieve overall business success.
Requirements:
Mid-Senior level
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