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Client Success Manager

2 weeks ago

Sydney, Australia Intellect Full time

As part of the Client Success team, you will be working directly with the Client Success Analysts, Client Success Operations in supporting our corporate clients in an effective rollout and implementation of Intellect as their mental health benefits solution. In this role, you're excited by engaging with clients, using data to drive insights into actions, and delivering results.

This role will be a great fit for you if you are a doer, who is passionate about making a difference in the mental health space, enjoys the complexity of the client experience and has the ability to take an ambiguous task and solve it.
- Develop an understanding of the metrics that drive Client Success, manage client metrics, and communicate data-driven recommendations to guide execution of goals.
- Provide project management and manage day-to-day CS operations tasks (e.g., reporting, analysis)
- Collaborate with cross-functional teams (commercial, marketing, product, tech, operations, clinical) to implement process improvements
- Directly contribute to Client Success strategy drive continuous process and workflow improvements.
- Design and implement custom strategy and journey orchestration in the rollout and implementation of Intellect for our clients.
- Produce insights reports on the product utilization and employee wellbeing.
- Collaborate with our internal team to plan, develop, and deliver engaging campaigns and webinars/workshops for our corporate clients.
- Run launch events (webinars onsite/in-person)
- Ad-hoc projects that support the team as we are growing fast
- Leave clients feeling supported and delighted after every interaction

**Requirements**:

- Based in Sydney (or nearby areas)
- Proven working experience in B2B Client Success
- Strong analytical, problem-solving, and project management skills.
- Energized by engaging with clients and collaborating with our cross-functional teams.
- Proven ability to handle multiple competing priorities and adapt in a fast-paced and fast-growing environment.
- Excellent listening and writing skills, a critical thinker, a proactive self-starter/self-initiator, and the ability to thrive in ambiguity.
- Experience developing client reports, and content for employee and manager webinars / workshops.
- Comfortable analyzing and using data to share insights and make actionable recommendations.
- Passion in mental health and reinventing how mental wellbeing support is being delivered.

**Benefits**
- Work in a diverse environment with people from over 10 countries
- A generous leave policy
- Work flexibility
- Medical coverage
- Annual Wage Supplement (Bonus)
- Christmas Leave (The team takes the whole Christmas week off separate from our leave policy)
- Birthday Leave (1 day)
- Holidays off
- Quarterly mental health day off
- Mental health benefits (Premium access to our app)
- Work-life balance and employee wellness
- Regular social events where we have non work-related fun