Client Success Manager

**LOCATION: Melbourne VIC**

**Account & Relationship Management (Sales)**

Join a market leading, award winning SEO agency in an exciting stage of growth, with a newly created leadership role reporting to our Head of SEO as Client Success Manager. Megantic has over 10 years of SEO experience with a team of over 130 in four countries globally continuing to offer eCommerce services to a diverse client base.

As the Client Success Manager (based in Melbourne, Australia) you will use your experience, commercial & analytical skills, stakeholder engagement & people skills to help ensure we continue to provide the very best of service & results to our portfolio of clients.

You will be empowered to work collaboratively with our Project Managers to develop, train, maximise & measure the success of our clients. Specifically, you will be responsible for continuously innovating and actively listening & engaging with our clients to provide the best possible service standards, solutions & process improvements to maximise client satisfaction & loyalty.

To be successful in this role you will need to be a genuine people person, self starter, client driven & solution focused. You will immerse yourself in learning more about our strategy and our clients needs, pain points in order to develop strategies & initiatives.
- Drive ideation, education & training of scalable growth & loyalty strategies
- Develop & nurture client trust & relationships
- Contribute in shaping what client success looks like for clients
- Learn & consult on client’s eCommerce tech stack & ecosystem
- Globally recognised award-winning agency.
- Act as a Voice of Customer/ Customer Advocate

**The Client Success Manager is responsible for**
- Primary ownership and accountability for ensuring customer success, happiness, and retention (healthy relationships)
- Owning client engagement and advocacy leading to success & loyalty
- Define what success means for your customers and produce detailed plans outlining a roadmap to achieve success and share in accountability of their success
- Build and foster relationships with key decision-makers and stakeholders
- Monitor client health and create risk mitigation plans where needed
- Developing retention strategies by assessing customer goals and delivering against them
- Work collaboratively with internal stakeholders. Sharing knowledge and best practice, to continually improve our process quality, effectiveness, and efficiency

**Desired Skills & Experience**
- Excellent communication, relationship and facilitation skills
- Energy and passion for providing the best customer service - going above and beyond to exceed customer expectations
- Demonstrated experience in developing plans and objectives to achieve outcomes
- Willingness to go out on the road and visit clients face-to-face
- A proven track record of building healthy and transparent customer and internal stakeholder relationships
- An ability to work autonomously with high levels of self-motivation in an unsupervised environment
- Highly organised, self-motivated and great at building rapport through multiple mediums
- Strong problem-solving skills & ability to innovate actionable solutions
- Experience in SEO/ SEM or eCommerce agencies advantageous

**Employer questions**
- Do you have experience with Search Engine Optimisation (SEO)?
- Which of the following statements best describes your right to work in Australia?
- How many years’ experience do you have as a Growth Manager?
- Do you have customer service experience?
- Are you available to travel for this role when required?

**If this ad describes you then APPLY Now