Customer Success Associate

Overview

• 12 month contract with the potential to extend
• Hybrid working structure – 3 days on-site in CBD, 2 days work-from-home
• $477.20 daily rate + super (equivalent to approx 120K + super per annum)

Rare opportunity for a Customer Success Specialist with a background in strategic account management and relationship building to support a thriving team in a leading global SaaS organisation.

What you’ll be doing:

• Managing a dedicated customer portfolio and supporting the customer
• success team with outreach, admin and marketing related tasks.
• Engaging with customers, either virtually or in person.
• Managing 80-120 customer relationships, some of which will be new, while others may have been using the product for several years.
• Engaging customers in strategic conversations to derive maximum value from their investment in the product.
• Regularly sharing audience management and email best practices with customers.
• Defining what success means for your customers and producing detailed plans outlining a roadmap to achieve success and share in accountability of their success.
• Monitoring customer health and creating risk mitigation plans where needed
• Resolving customer inquiries by aligning customers with the right resources
• Developing and sharing best practices with team members to continually improve our processes’ quality, effectiveness, and efficiency.
• Partnering with different teams to ‘solve for the customer’, including onboarding, up-sell, and contract management.

Experience you will need to be considered for this role:

• Minimum 2 years experience in a client-facing/account management role with experience managing a dedicated book of business
• Business savvy with consultative, problem solving, and issue resolution skills
• Well-organized, with a high attention to detail and ability to prioritize and time manage for successful execution
• Motivated self-starter who is hungry to learn and can provide strong examples of how. they have achieved results while balancing demanding expectations
• Strong negotiation skills, comfortable navigating financial conversations, and dealing with cancellations
• Knowledge of Email Marketing or the aptitude to learn it quickly and independently is required.

What’s in it for you:

• The opportunity to join a thriving global organisation within a fantastic team
• Paid wellness days off and team building activities

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We are looking for someone to start in this role as soon as possible, however there can be some flexibility with notice periods for the right candidate.

If this sounds like you, please apply now and I will be in touch. You can also send your CV directly to [email protected] should you prefer.

Thank you, and I look forward to hearing from you.