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Strategic Customer Success Manager

Strategic Customer Success Manager

Job Title: Strategic Customer Success Manager
Contract Type: Permanent
Location: Sydney North
Industry:
Salary: $180,000 - $200,000 + Superannuation
Reference: 3270973
Contact Name: Emma Clarke
Contact Email: emmac@kennedyreid.com.au
Job Published: May 20, 2021 10:46

Job Description

The Role:
As the market leader, our client is experiencing unprecedented growth and now is the perfect time to join there growing global community and team. They are looking for a proactive Strategic Customer Success Manager who serves as the primary post-sale point of contact for clients/customers. In this role you may handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support.


Job Description:
  • Uses in-depth knowledge of client industry and/or business processes, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of company products.
  • Demonstrates product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s).
  • May recommend specific solutions to achieve customer’s desired result.
  • Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related products; accountable for client renewal and retention results.
  • Ensures best practices are adopted for product use. 
  • Work from home available.
  • Salary: $180,000 - $200,000 + Superannuation
 
Duties:
  • Accelerate customer adoption of SaaS/Managed product portfolio through technical enablement, usage training, project planning, and basic onboarding 
  • Own renewal strategy and subsequent on time renewal of subscription(s) 
  • Identify strategic, new business growth opportunities 
  • Build brand awareness and loyalty in assigned accounts 
  • Defend against competition in assigned accounts 
  • Conduct regular proactive calls and account review meetings; maintain an accurate record of discussion and action items via Salesforce.com  
  • Ensure that critical issues are documented and escalated in an expeditious manner for resolution 
  • Coordinate account activities with sales teams for assigned accounts within territory 
  • Help customers understand our product roadmap and promote migrations as necessary 
  • Leverage relationships to aid in the building of reference accounts/contacts 
  • Act as customer advocate and liaison to become a Trusted Advisor 


What You Bring: 
  • Must be fluent in Korean.
  • MUST HAVE 10+ years as Customer Success Management experience 
  • A strong business acumen and commercial outlook with a good conceptual understanding of IT operations processes and best practices. 
  • Basic technical understanding of cloud, new stack, and application performance technology. 
  • Proven expertise working with the executive level in client environments, as well as with procurement and business owners. 
  • Excellent verbal, written and interpersonal communication skills. 
  • Highly motivated, energetic and committed to getting results. 
  • Ability to develop strong relationships with the user/customer/internal communities. 
  • Understanding of Internet, web and mobile applications; knowledge of HTTP, HTML, JavaScript etc.