Strategic Customer Advocate

1 week ago

Melbourne, Victoria, Australia beBeeCustomerSuccess Full time $90,000 - $121,000
Key Customer Manager Role

Our company is seeking a skilled Key Customer Manager to join our team in Melbourne.

As a Key Customer Manager, you will play a critical role in ensuring our customers achieve their goals and get the most out of our solutions.

Key Responsibilities:

  • Provide an exceptional customer experience that supports long-term customer satisfaction, product adoption, and partnership growth.
  • Help customers adopt and activate our product suite.
  • Ensure timely and accurate responses when engaging with other departments.
  • Uncover opportunities and work collaboratively with your AE to execute upsell opportunities.
  • Maintain regular customer contact, ensuring activity KPIs and SLAs are met.
  • Ensure customers are up-to-date on product changes and developments.
  • Advocate customer needs/issues cross-departmentally.
  • Operate as a liaison between management to share key customer feedback.
  • Lead issue resolution and escalation management.

Requirements:

  • 2+ years of experience in client-facing Sales / Customer Success / Account Management / Support roles & conflict resolution.
  • High comfort level working with a range of stakeholders – from educators and administrators to centre owners and executives.
  • Excellent written and verbal English skills.
  • Exceptional relationship-building skills with a confident phone manner and active listening skills.
  • Able to communicate complex ideas in ways that are easy to understand.
  • Empathetic, emotionally intelligent, and driven to provide outstanding customer experience.
  • Strong understanding of direct debit and real-time payment solutions.
  • Strong proficiency in CRM management (Salesforce) and Microsoft suite.

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