Senior Customer Experience Manager

2 weeks ago

Melbourne, Victoria, Australia beBeeCustomerSuccess Full time $110,000 - $150,000

Job Overview

As a senior customer success manager, you will play a pivotal role in retaining and growing the customer base. This position is ideal for individuals who excel in nurturing relationships, identifying solutions, and driving business growth.

Key Responsibilities:

  • Develop and maintain a thorough understanding of our technology and its applications to solve customers' problems.
  • Nurture, retain, and negotiate with customers to prevent churn and secure optimal terms.
  • Work closely with customers to ensure our solutions are successfully adopted into their daily workflow and communicate return on investment throughout the entire lifecycle.
  • Manage your pipeline, weekly and daily forecasts, and meet regularly with your leader to review progress.
  • Drive initiatives that improve the overall customer experience and lead to greater satisfaction and loyalty from our customers.
  • Represent the voice of the customer to provide valuable insights to product, marketing, and sales functions.
  • Be proactive in monitoring customers' engagement with our product and provide feedback on product and service improvements.

Required Skills and Qualifications:

  • Previous customer service experience and ability to build rapport with customers via phone, email, and video conferencing.
  • Ability to work both in a team and independently with excellent time management and organisational skills.
  • Initiative and creative problem-solving skills to address any issues that may arise.
  • Resilience in a scale-up environment where unique problems must be solved.
  • Excitement about technology and its benefits for customers.

Benefits:

  • Foster long-term relationships with clients.
  • Improve customer satisfaction and loyalty.
  • Grow and develop as a professional in a dynamic industry.

Others:

  • We strive to create an inclusive and diverse work environment.

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