Key Customer Success Manager

2 weeks ago

Sydney, New South Wales, Australia beBeeSuccess Full time $80,000 - $150,000
Customer Success Manager Role

This is a highly skilled and motivated Customer Success Manager role at a leading technology company. As a member of the CSM team, you will act as a champion for large and critical customers, providing technical guidance and support to ensure their success with our products.

About the Position:

  • Act as the primary point of contact for all technical, product, and support questions for large and critical customers.
  • Establish and implement processes and projects to deliver successful adoption and usage of our products.
  • Interface with various stakeholders within the customer environment, including Developers and Executives, to understand their business, operational, and technical needs.

Responsibilities:

  • Ensure constant communication with customers and establish trust as their technical advisor and partner.
  • Establish business value for customers and help them achieve targets and ROI.
  • Responsible for customer adoption and helping the account team identify opportunities for expansion.
  • Work with customers to explore new use cases and expand our API platform usage.
  • Understand, advocate, and document the customer's use case, architecture, and roadmap.
  • Effectively manage the tracking and resolution of customer escalations on behalf of our products.
  • Manage customer accounts using our customer maturity model framework.
  • Periodic review of our implementation and walk-through best practices.

Requirements:

  • Demonstrated experience handling enterprise customers in technical account management and/or customer success.
  • Strong desire to tackle hard technical problems and ability to do so with little or no direct daily supervision.
  • Experience managing multiple projects while focusing on attention to detail and delivering results across multiple initiatives.
  • Excellent communication skills and ability to explain complex technical issues and solutions.
  • Prior experience administering/interacting with API management platforms is a plus.
  • Prior experience working for a technology startup is a plus.

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