Client Success Manager

Clients are the lifeblood of Emarsys, from globally focused enterprise-level organisations to the smaller and more specialised high street names.

Taking ownership of a select portfolio, you'll be responsible for the satisfaction, retention, and growth of those clients, turning them into Emarsys advocates. You'll work to engage with and understand the people behind your client base, understand their objectives and KPIs, and use your strong business acumen and marketing knowledge to introduce new tech and services. You will monitor client adoption to maximize the use of our amazing platform and services to deliver business results to our clients, reduce churn, and drive revenue for the business.

Our valuable client base is excitingly diverse, and with the SAP relationship, it's growing faster than ever. Come onboard and be a part of a successful team delivering outstanding customer experiences.

**Your Area of Responsibilities**- Own the ultimate success of a portfolio of Emarsys' clients by taking responsibility for the satisfaction, retention, and growth of each account
- Work with the senior stakeholders of your account portfolio to understand and assess their business objectives and promote Emarsys' value and ROI through adoption and usage of our solutions
- Look to beat your revenue target and drive upsell and cross-selling opportunities, as well as securing our long-term revenue stream through the timely renewal of client contracts
- Manage and constantly improve the ongoing client relationship for all your assigned accounts, acting as the point of escalation and working in tandem with multiple teams to deliver a best-in-class customer experience
- Identify opportunities for clients to reduce their workload through automation and deeper integration of the Emarsys platform into their marketing operations
- Use your strong business acumen and marketing knowledge to oversee client growth and deliver a return on the clients' Emarsys investment
- Use your relationships with clients to create advocacy within your portfolio to drive testimonials, case studies, and references to create new business opportunities
- Regularly use CRM and other information systems to provide timely and accurate forecasting and reporting of activity
- Some travel required

**Your Profile**- Relevant experience and proven track record in B2B SaaS Client Success Management / Account Management, ideally with experience in online marketing. (Industry knowledge, especially in retail and e-commerce solutions, web analytics, and/or online marketing desirable)
- An awareness and desire to be involved in the commercial/sales responsibilities of a role, working to both a retention and commission-linked revenue growth target- A highly energetic individual with a passion for technology and everything digital, experienced in a result-driven role, with strong business commercial acumen.
- Excellent client management skills with proven ability to build relationships and create advocacy, supported by a marketing background to effectively support our clients.
- Strong communication, problem-solving, and negotiation skills as well as a high degree of customer centricity with a positive mindset and attitude.
- Demonstrated ability to deal with change, think strategically, and make complex decisions.
- Confidence in presenting to large groups of people. You should be able to complete product demonstrations and credibly discuss topics (ideally around things like data integration, API's, etc - but the more technical aspects can be taught if necessary).
- Thorough knowledge of MS Office software (e.g., Project, Access, Excel, Word, PowerPoint).

**Why You'll Love it Here**- A fast-growing company with a global presence and corporate backbone through SAP, commitment to innovation, and a leading market position.
- An inspiring and empowering company culture: working alongside talented, friendly, and passionate people, where success is supported and celebrated as a collective.
- A learning environment with an open feedback culture encouraging personal and professional development that allows you to both learn from some of the best in the industry and own your own career - benefiting from the vast training and self-development offering provided by SAP.
- A well-structured and designed onboarding plan: we set you up for success and support your career with ongoing training and development.
- The opportunity to contribute to a bespoke, complex, and successful product focused on innovation.
- A commitment to a trust-based hybrid in-office and home office work routine. We offer a modern SAP office in North Sydney which is easily accessible via public transport.
- Benefits include;
- 20 days' annual leave.
- Enhanced maternity leave and paternity policies.
- Regular local company events and activities in and outside the office.
- 5 extra days of 'life leave' for life events.
- $660 annually for a fitness budget.
- Access to free Taronga Zoo pass