Chief Customer Engagement Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeCustomer Full time $120,000 - $150,000

Unlock Customer Success

Our diverse team of passionate, innovative individuals located across four continents and over 25 countries drives our success.

About the Role

As a key player in our customer success strategy, you will lead engagements blending customer success and product advisory to drive successful outcomes through onboarding, product adoption, and value realization.

This role is pivotal in ensuring customers derive maximum value from our Digital Experience solutions. You'll work closely with customers, delivery teams, and internal stakeholders to provide guidance and ensure best practices are applied throughout the customer journey.

Key Responsibilities

  • Act as a trusted advisor for customers leveraging our Digital Experience solutions via structured onboarding programs.
  • Identify customer challenges, goals, and opportunities to align our capabilities with desired outcomes.
  • Drive product adoption, value realization, and customer satisfaction through ongoing engagement.
  • Deliver compelling product demonstrations and effectively guide users through the full lifecycle.
  • Communicate confidently and build trusted relationships across all levels of a customer's organisation - from day-to-day users and team leads to senior stakeholders and C-suite executives.
  • Collaborate with Services, Presales, Product, and Account teams to ensure customer success and value delivery.
  • Support Account Managers in commercial discussions by connecting business value with solution impact.
  • Serve as a bridge between business and technical teams, assisting in translating business needs into solution strategies.
  • Represent us externally through user groups, webinars, and public speaking engagements.

Requirements

  • 5+ years' experience working in a customer facing role, preferably in the digital marketing, content strategy, or business analysis SaaS engagements.
  • Excellent stakeholder management, communication, and problem-solving skills.
  • Ability to tailor messaging for technical, marketing, and business audiences, and engage effectively across all customer levels—from power users and project leads to C-level executives.
  • Demonstrated success in managing a book of business, with proven results in customer retention, growth, and value realization.
  • Strong discovery skills, with the ability to uncover customer needs and match them to product solutions.
  • Experience delivering SaaS or Professional Services engagements in an agile, fast-paced environment.
  • Familiarity with agile and project management methodologies as well as SaaS delivery models.

Desirable Skills

  • Solid knowledge of Digital Experience solutions or comparable SaaS platforms.
  • Proven knowledge of the Martech ecosystem and experience delivering or supporting the implementation of digital experience platforms and marketing technologies.

Travel

Able to travel to trade shows, conferences, and client sites as needed, which may include evenings and occasional weekends requiring up to 10% travel.

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