Customer Success Manager

6 days ago

Sydney, New South Wales, Australia Dotdigital Full time

**About Us**

The Company: Dotdigital is a thriving global community of passionate, dedicated professionals, committed to the collective success of the organization and its clients. Our core principles of innovation, teamwork, and client-focused solutions drive us to approach challenges with a growth mindset and take ownership of our work. At Dotdigital, collaboration and curiosity pave the way for meaningful connections and learning opportunities with diverse peers. Our work environment encourages knowledge sharing, fosters exploration, and cherishes creative ideas. Combined, these guide us towards a shared vision in which brands around the world exceed customer expectations through the adoption of responsible marketing practices.

**About the Role**

**Responsibilities**:

- Manage the retention and growth of your portfolio of clients across their lifecycle, maintaining an active opportunity pipeline
- You'll be targeted on renewal, retention, and key customer objectives with a focus on advocacy.
- Create, identify and qualify selling opportunities by maintaining regular contact with your clients.
- Grow the accounts in your client portfolio through cross-and-up-selling.
- Retain your customers by ensuring strong feature and channel adoption
- Provide the highest levels of customer service.
- Deliver against your sales targets and pipeline commitments.
- Collaborate with other teams including Support, Client Services, Corporate Sales and channel.
- Maintain accurate and up to date records in our CRM system.
- Maintain a high degree of account management and control.
- Continually develop your industry knowledge and demonstrate commercial under-standing.
- Develop strategic growth plans for key accounts in your portfolio.

**About You**
- Proven success in a target-driven client-facing role ideally within the tech-sector.
- 1+ years proven experience within customer-facing roles, marketing or ecommerce
- Ability to grow an existing portfolio of accounts, elicit and build upon new referrals.
- Strong written/verbal communication skills.
- Organised and efficient.
- Personable, confident and outgoing; a proven ability to build rapport.
- Ability to excel in a team-based environment.
- Confident and personable, with the ability to present in masterclass-type events both in person and virtual to customers

**Interview Process**
- 15 minute call with People Success Partner
- 1 hour interview with Head of Customer Success
- Work Sample and 1 hour interview with Head of Customer Success and Leadership Team

**Some of Our Global Benefits**
- Parental leave
- Paid sick leave
- Dotdigital day
- Wellbeing reward
- Wellbeing Days
- Loyalty reward

**DEI commitment**

**Legal statement

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