Cross-Sector Growth Strategist

3 days ago

Sydney, New South Wales, Australia beBeeCustomerSuccess Full time $150,000 - $180,000

We are seeking a seasoned Cross-Sector Growth Strategist to drive retention and growth across our APAC portfolio.

About the Role

This 12-month contract role is responsible for overseeing a portfolio of approximately U$10M ARR and 4,200 customers.

You'll lead the customer success operations centre, ensuring operational excellence, customer satisfaction, and fulfillment of key journey outcomes.

The role involves coaching a high-performing team, monitoring customer health, and collaborating cross-functionally to resolve issues and improve processes.

Key Responsibilities
  • Accountability for retention & growth of the APAC portfolio (Approx U$10M ARR/ 4.2K Customers), customer experience, and fulfillment of defined operational tasks through the customer success operations CoE.
  • Coach and lead the customer success operations centre functions on a day-to-day basis, monitoring performance through established dashboards and reports.
  • Protect and grow revenue from the investment segment customer base, with overall accountability for fulfillment of defined segment journey outcomes, leveraging the customer success operations Centre of Excellence (CoE) to fulfill tasks and workflows.
  • Monitor customer health, ensuring awareness of any areas of concern for your client base and work with internal teams to rectify issues.
  • Analyze opportunities to expand client use of products and services, deepening relationships, establishing and overseeing digital and outbound campaigns through the CSOS campaign team, monitoring success rates.
  • Define and govern escalation workflows, customer complaints and concerns, striving to improve all aspects of the customer experience with the organization. Lead collaboration with GCS Ops & Enablement, Billing, Sales, and other key stakeholders, escalating where needed, to ensure customer satisfaction.
  • Advocate for overall customer experience, proposing improved solutions, process workflows, and automation opportunities.
  • Grow adoption of available digital services through partnerships with marketing, outreach campaigns, and participation in digital services programs.
  • Lead ad-hoc project outcomes as defined by your manager.
  • Identify business process improvements, knowledge sharing opportunities, and coach peers in subject matter expertise to achieve overall business success.

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