Customer Experience Champion

6 days ago

North Sydney Council, Australia beBeeCustomerSuccess Full time $75,000 - $80,000
Customer Success Manager Job Overview

We are seeking a highly motivated and experienced Customer Success Manager to champion our team's high standard of excellence on a daily basis.

  • Develop a deep understanding of our product and its features, working closely with customers to help them get the most out of our solution.
  • Build and maintain strong relationships with our customers, acting as their primary point of contact for any questions, concerns, or issues that may arise.
  • Act as the key point of technical and support escalation, proactively identifying opportunities to upsell and cross-sell our services, and work with the Sales team to close new business.
  • Monitor customer health and engagement metrics, developing and executing strategies to improve retention and reduce churn.
  • Drive adoption and usage of our product by providing guidance, training, and best practices to our customers.
  • Build relationships with cross-functional teams to deliver the best experience for our clients and raise the company's NPS.
Key Responsibilities:
  • Engage and manage relationships with clients to ensure their satisfaction with our product and services.
  • Provide exceptional customer service, addressing any questions, concerns, or issues in a timely and professional manner.
  • Work closely with internal stakeholders to deliver solutions and drive revenue growth.
Requirements:
  • Bachelor's degree in business, marketing, or related field.
  • 3+ years of experience in a customer success or professional, client-focused account servicing role, preferably within a SaaS business.
  • Outstanding execution and product demonstration abilities.
  • Strong communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders.
  • Excellent problem-solving skills, with the ability to identify and resolve complex issues.
  • Demonstrated ability to manage multiple projects and customers simultaneously.
  • Familiarity with customer success metrics, and the ability to analyze and interpret data to drive action.
  • Experience with CRM and customer engagement software.

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