Strategic Customer Advocate

3 days ago

Melbourne, Victoria, Australia beBeeCustomer Full time $150,000 - $175,000

Customer Experience Champion

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We empower individuals to create innovative and impactful solutions, transforming the way businesses interact with customers across every platform.

At our organization, we believe that creativity should be accessible to everyone. That's why we're committed to creating exceptional employee experiences where everyone is valued and has access to equal opportunities.

Creativity for All

Our company is a place where exceptional people work - don't just take our word for it, our employees have recently voted us #1 on the Great Place to Work list for the 10th consecutive year

The Opportunity

We are hiring a Customer Success Manager to join our team. In this role, you will serve as an industry-specialized Customer Success manager passionate about helping your accounts achieve their goals for personalization at scale, unifying voices across our organization for a cohesive plan of action, and quantifying impact along the way.

Industry CSMs deliver an outstanding experience for our top customers, including responsibilities for strategic planning, use case adoption, advocacy and value realization. We hire dynamic, hardworking, and creative individuals, adept at storytelling who thrive in fast-paced environments.

What You'll Do

  1. Accountable for Customer's overall success with our organization, including vision planning, customer health, multi-solution adoption, and measurable impact through the lens of industry specialization
  2. Act as the central point of contact throughout the Customer's lifecycle, define measurable success plans with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels.
  3. Network within accounts to achieve successful execution of client's strategy and roadmap
  4. Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and using the customer engagement model to align, track and evolve customer business goals
  5. Drive adoption of our products - using data to provide insights and progress from baseline through the maturity curve
  6. Champion innovation by sharing industry trends and new ways your customers can use our solutions to advance their digital maturity
  7. Identify Customer risk, and collaborate with the extended team to build and activate 'get well' plans
  8. Be the voice of the customer internally at our organization - sharing strategic use-cases, process improvements, and asks back into the internal ecosystem
  9. Contribute to Customer Success thought leadership and share out best practices and feedback across the organization to continuously improve our approach
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