AddressExciting Opportunity - Drive Customer Success!
Are you passionate about customer engagement and retention? Join us as an Enterprise Customer Success Manager and play a pivotal role in supporting our strategic portfolio of Enterprise customers. Reporting to the General Manager, Enterprise ANZ, you'll collaborate closely with an Enterprise Account Manager to ensure the highest level of customer engagement, satisfaction, and loyalty.
Key Responsibilities:
Customer Engagement and Advocacy:
- Act as the primary owner of renewals, working closely with Account Managers to achieve 95% retention or above per quarter and per annum.
- Drive Customer Success through onboarding, product adoption, and growth initiatives to maximise customer value and investment.
- Conduct consistent face-to-face and virtual meetings with key customers throughout the subscription period to ensure continuous engagement.
Customer Relationship Management:
- Develop and maintain relationships with key customer contacts, including C-suite executives, to identify churn risks, downgrade risks, and upsell opportunities.
- Promote client satisfaction and loyalty by understanding unique business needs, delivering value, and exceeding expectations.
Retention and Upselling:
- Retain and upsell Enterprise customer accounts by driving product adoption, value, and engagement based on a deep understanding of customer use cases.
- Identify upsell opportunities within accounts and partner with Account Managers to progress.
Data Analysis and Reporting:
- Monitor, analyse, and interpret trends in customer consumption at every stage of the customer journey, deriving action plans to optimise Customer Success.
- Lead conflict resolution affecting customers by coordinating across internal and external partners to ensure the best possible customer experience.
