Lead Client Success Manager

4 days ago

Sydney, New South Wales, Australia Bazaarvoice Full time

**What You'll Be Doing**:

- Manage client lifecycle across a portfolio of named accounts, where you will: conduct discovery and understand your client's internal metrics for success of the program and ensure the client knows how to achieve and measure those results
- Act as the business success/strategy expert in educating and advising clients on best practices and strategies to run a healthy user-generated-content program and get the most out of their investment
- Deliver performance reviews at a designated cadence, including KPIs and revenue value associated with their UGC program, including client executive/leadership stakeholders
- Influence adoption of Bazaarvoice's innovations, solutions, and features that compliments retailer's business goals
- Understand both internal Bazaarvoice technical platform and product knowledge as well as ability to understand your clients' technical infrastructure and how this impacts the overall business strategy
- Manage client health by identifying, documenting, and working with cross functional teams (sales, product marketing, product, technical success, services) to mitigate risk and increase client retention rates through client satisfaction/relationship management
- Act as lead for broader account vision with other supporting functions (such as Account Managers, Technical Success Managers, Product, etc.)
- Leverage critical thinking to problem solve both client and internal scenarios to achieve client health/satisfaction

**Necessary Skills And Experience**:

- Account management with attention to retention and revenue growth, ideally with another SaaS or e-commerce platform
- Excellent relationship-building skills, proven record of leading meetings with Executive leadership (client and internal stakeholders) and successfully cultivating productive executive champion relationships
- Ability to compel clients and internal stakeholders to act, and to hold them accountable to their commitments
- Demonstrated ability to manage multiple accounts, priorities, workstreams concurrently
- Attention to detail, highly organized, with an absolute focus on quality of work
- Ability to analyze and compile data in effectively visualize and speak to the data
- Strong team player with a "client-centric" attitude

**Nice to have**:

- Experience working for a Fortune 1000 Retailer or experience consulting/supporting with Fortune 1000 retailers

LI-Hybrid

LI-MH1

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