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Customer Experience Manager

2 weeks ago

Brisbane, Queensland, Australia beBeeSuccess Full time $120,000 - $140,000

About the Role

  • As a Senior Customer Success Manager, you will be responsible for delivering long-term customer success strategies to drive adoption, retention, and advocacy.
Key Responsibilities
  • Owning the entire customer lifecycle, from onboarding to engagement and advocacy
  • Defining what success means for your customers and producing detailed plans outlining a roadmap to achieve success and sharing in accountability of their success
  • Building and fostering relationships with key decision-makers and stakeholders across multiple customer teams
  • Facilitating product training for clients on our products over Zoom or in person
  • Monitoring customer health and creating risk mitigation plans where needed
  • Developing retention strategies by assessing customer goals and delivering against them
  • Driving upsell revenue from new product feature adoption and expanded usage
  • Handling complaints and proactively managing feedback to our product development teams, serving as an internal advocate for customers
  • Working collaboratively with internal stakeholders, sharing knowledge and best practice to continually improve our process quality, effectiveness, and efficiency
  • Achieving monthly KPIs and maintaining up-to-date administration and notes as part of company compliance and best practice
  • Willingness to go out on the road and visit clients face-to-face
Requirements
  • Experience in Customer Success or Account Management environment that is fast-paced and change-intensive
  • Commercially minded with a track record of improving recurring revenue, adoption, and retention
  • A minimum of 5+ year's experience working in Technology or Real Estate
  • Energy and passion for providing the best customer service – going above and beyond to exceed customer expectations
  • Demonstrated experience in developing plans and objectives to achieve customer outcomes
  • A proven track record of building healthy and transparent customer and internal stakeholder relationships based on a trust-focused mentality with the capacity to challenge constructively
  • Ability to work to tight deadlines with strong project management skills
  • Comfortable with analytics to identify and predict customer risks and opportunities; able to translate insights into impactful actions
  • An ability to work autonomously with high levels of self-motivation in an unsupervised environment