Senior Client Advocate

2 weeks ago

North Sydney Council, Australia beBeeSuccess Full time $75,000 - $80,000
Customer Success Professional Opportunity

We are seeking an experienced and skilled Customer Success Manager to champion our high standard of excellence on a daily basis.

You will engage and manage relationships with clients, ensuring their satisfaction with our product and services, and drive revenue & retention.

  • Develop a deep understanding of our product and its features, working closely with customers to help them get the most out of our solution.
  • Build and maintain strong relationships with our customers, acting as their primary point of contact for any questions, concerns, or issues that may arise.
  • Act as the key point of technical and support escalation.
  • Proactively identify opportunities to upsell and cross-sell our services, collaborating with the Sales team to close new business.
  • Monitor customer health and engagement metrics, developing and executing strategies to improve retention and reduce churn.
  • Drive adoption and usage of our product by providing guidance, training, and best practices to our customers.
  • Forge relationships with cross-functional teams (Operations, Engineering, Sales, Product, Marketing) to deliver exceptional experiences for our clients and elevate our company's NPS.
Requirements:
  • Bachelor's degree in business, marketing, or a related field.
  • At least 3 years of experience in a customer success or professional, client-focused account servicing role, preferably within a SaaS business.
  • Outstanding execution and product demonstration abilities.
  • Strong communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders.
  • Excellent problem-solving skills, with the ability to identify and resolve complex issues.
  • Demonstrated ability to manage multiple projects and customers simultaneously.
  • Familiarity with customer success metrics and the ability to analyze and interpret data to drive action.
  • Experience with CRM and customer engagement software (e.g. HubSpot, Intercom).
  • Previous experience working with timesheet, payroll, or accounting software is a bonus.
  • Ability to work independently and remotely, with a strong work ethic and time management skills.
  • Familiarity with our industry is a plus.

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