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Client Success Strategist

2 weeks ago

Sydney, New South Wales, Australia beBeeSuccess Full time $110,000 - $143,000

Job Description:

  • We are seeking a Client Success Strategist to manage a portfolio of up to 40 accounts throughout their lifecycle with our platform.
  • As a key member of our team, you will build strong client relationships by engaging early as the client transitions from the PreSales phase to deployment.
  • You will work with clients and our account teams to define success plans and strategy to meet client objectives.
  • Your role is responsible for overall health and retention of assigned clients, maximizing client satisfaction (NPS scoring) and driving adoption and value for growth and reference-ability.
  • You will report risks and wins internally to our account team and externally to account sponsors and executives.
  • You will understand client product issues and feature requests in order to represent the appropriate priority and voice of the client with our product team.
  • You will establish regular cadence (Monthly, Quarterly, Digital) with each assigned client, to provide guidance, review executive dashboards and open issues, and communicate program status.
  • This includes delivering Executive Business Reviews to ensure alignment on goals and value realization.
  • You will leverage Gainsight to track account activity, health score, risk, and other critical metrics.
  • Maintain current functional and technical knowledge of our platform and future products.
  • Drive up utilization of our platform and recommend additional features that can be leveraged to improve client security posture
  • Build trusted relationships with relevant, technical users and manage stakeholders within assigned accounts
  • Serve as a client advocate to guide other resources towards achieving client goals
  • Conduct site surveys and assessments to determine the best placement and setup for collection devices.
  • Ensure client deployment and configuration align with business use cases. Validate that use cases are appropriately captured and delivered in a timely manner
  • Maintain knowledge of 3rd Party solutions and integrations/interoperability with our platform within assigned client environments
  • Providing technical subject matter expertise where applicable aligned to expected proficiency
  • Collaborating with Engineering, Product, Support and Sales teams to drive account success.

Required Skills and Qualifications:

  • Fluent in English language to support APJ based accounts.
  • Possess exceptional verbal, written, social, presentation, and interpersonal skills.
  • 5+ years experience in a related function with direct client facing, advocacy and engagement experience in post-sales, systems engineering, professional services or client management functions, ideally in Client Success.
  • 3+ years experience in network engineering, architecture, support, or network design capacity.
  • 2+ years experience working in Security/Healthcare/automotive/Retail/OT.
  • Strong technical and problem solving skills coupled with the ability to provide quick resolution to problems.
  • Solid project management and solution delivery experience, with demonstrated ability to drive projects from definition to final delivery.