Customer Success Manager managing customer portfolios at preezie. Improving customer experience and retention with a hybrid work model in Australia.
About the role
- Senior Customer Success Manager managing Enterprise and SMB clients at Relo Metrics. Focused on client retention and revenue growth in the sports sponsorship data solutions sector.
Responsibilities
- Deliver value to a portfolio of key rights holder, agency and brand clients by providing day-to-day account management and operational support that retains and grows client accounts
- Develop strategic annual account plans that define the roadmap for client and Relo success; advocating for internal resources to help achieve that success
- Detect, negotiate and close up-selling and renewals
- Operate as the lead point of contact for assigned client accounts
- Build strategic, strong and long-lasting client relationships as their trusted contact translating to retention and revenue growth; ensure we have strategic relationships mapped among executives.
- Act as an industry thought leader, guiding clients in usage of our platform to serve their business needs and deliver ongoing value
- Monitor client performance on the platform to share best practices and identify new business opportunities
- Serve as a secondary contact for Support inquiries, collaborating with Data Ops team and Support as needed
- Manage high impact requests or escalation action plans to completion
- Identify and define internal management process and tool optimization that strengthen our ability to deliver to clients
- Communicate within and across functions internally, reporting on the progress of initiatives and client activities with a focus on identifying product development or documentation opportunities
- Create (with Marketing) and share client case studies that exemplify successful and unique use and performance of our platform
- Manage and update CRM to ensure timely and proper data capture for company visibility, tools alignment, proactive account management and forecasting
Requirements
- 4-7 years’ experience managing a book of business in recurring revenue including managing the renewal and/or upsell process.
- Proven experience in growing and expanding revenue streams
- Executive presence and ability to concisely articulate value to anyone, at any level within our customer base
- Entrepreneurial mindset for business strategy and customer success
- Excellent problem solving and analytical skills - continuously thinking “How can I make this better? How can we improve this?”
- Strategic, proactive mindset and executional excellence
- Experience with tools like Salesforce, Pendo, or a Customer Success tool
- Customer Experience mindset
- Travel experience and expectations to go in market 20% of the time
Benefits
- Competitive base pay
- Performance-based backend component
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