Customer Success Manager

**Customer Success Manager**

Cint is looking to hire a Customer Success Manager in Sydney. The Customer Success Manager works with Cint’s customers or partners by establishing strategic relationships with new and existing users, setting critical performance goals, and then acting as a consultative resource to help clients achieve their goals. The CSM is also responsible for training and onboarding new users, ensuring client satisfaction through renewals, evaluating client growth strategies, generating usage reports, and maximizing upsell opportunities by managing and engaging with team members.

A Customer Success Manager is expected to set client expectations and drive client behavior at multiple levels within an organization. The CSM is also expected to manage major accounts on a regular basis in order to grow business within new and existing accounts. The role may support clients in multiple time zones and industries, which will require flexibility, along with travel.

This role requires someone with very strong experience in a customer service manager role for a global organisation or similar. The Customer Success Manager will be personally responsible for overseeing customer service strategy for the region in line with global business strategies. You will be responsible for formulating customer service briefs and overseeing their implementation and delivery whilst ensuring that representatives have sounds understanding of our customer centric approach. There is a strong focus on ensuring our after-sales services have the effect of brick walling our core accounts, ensuring Cint remains front of mind for all projects, is seen as their #1 go-to supplier or tech partner, and locking out competitors.

The position requires strong leadership, communication skills and an ability to motivate team members in line with company policies and procedures. This will be a full-time position based in Sydney.

**Responsibilities**
- Enable partners or customers to achieve their goals through the use of the Marketplace
- Manage relationships with team representatives and clients to drive high-impact business strategies enabled by Cint’s products, and advocate for customer needs across internal stakeholder groups
- Execute customer success plans to optimize customers’ use of the Marketplace
- Support onboarding new client business and collaborate with internal stakeholders to develop working integrations for new clients
- Gain a working understanding of clients’ businesses and organizational structures to identify and execute opportunities for existing clients
- Work closely with sales and technical colleagues to pitch new products and provide strategic consultation as a client advocate
- Analyze trends in client performance on a regular basis and form proactive recommendations
- Develop a full understanding of the company, the market research industry, and how our Marketplace technology can solve challenges
- Suggest, standardize and scale policies, procedures and best practices that improve team operations
- Practice and follow proactive the company’s customer service methodologies that are repeatable and scalable across the customer base. Recognise, predict and accelerate customer maturity lifecycles.
- Deliver efficiencies through streamlining processes whilst maintaining positive customer experience
- Be highly responsive to all customer needs, leading the industry for speed and quality of response including out-of-hours demands
- Responding quickly to escalated customer requests, helping users to “self-serve”, understand the benefits of using the Cint and Lucid platform, and unlock the benefits of doing so

**Required Qualifications**
- Bachelor’s degree
- Several years of customer experience with proven ability to manage multiple complex projects under tight deadlines
- Experience with internal and external relationship management, client presentations, and quantitative data analysis
- Market research experience essential
- High proficiency in Excel with strong analytical and mathematical capabilities
- Excellent written and verbal communication skills, with the ability to present to C-level clients
- Disciplined work ethic - self-motivated and detail oriented mindset focused on achieving revenue goals
- Resourceful problem solving, organized and process-oriented
- Ability to work in a fast paced, dynamic and unstructured environment
- Be an advocate for Cint and Lucid products and the value of our model and technology set, and be the face of Cint Customer Success in all of your accounts and significant new business as required.
- Be responsible for your own learning and development (product knowledge, skills, market knowledge, Cint strategy) and be proactive in recommending improvements for the company
- Be seen internally as senior go-to team member with superior knowledge and skills
- Support, mentor, influence junior team members and new starters
- Be self-sufficient in your role day-to-day and