AddressThis is a Customer Success Manager role with one of the leading companies in AU right now 🔥 -- Perceptiv Media -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.
More About the Role at Perceptiv Media 🧐🧐
As a Customer Success Manager at Perceptiv Media, you will play a pivotal role in ensuring our clients achieve their desired outcomes through our digital marketing services. You will be responsible for managing client relationships, understanding their business goals, and ensuring their satisfaction and retention. Your role will involve collaborating with various teams to deliver exceptional service and drive continuous improvement.
- *Client Relationship Management:**
- Build and maintain strong, long-lasting relationships with clients.
- Serve as the primary point of contact for clients, addressing their queries and concerns promptly.
- Conduct regular check-ins with clients to assess their satisfaction and identify areas for improvement.
- *Onboarding and Training:**
- Oversee the onboarding process for new clients, ensuring a smooth and positive start.
- Provide training and resources to clients to help them maximize the value of our services.
- *Performance Monitoring and Reporting:**
- Monitor and analyze key performance indicators (KPIs) for each client account.
- Prepare and present performance reports, highlighting successes and areas for optimization.
- Develop action plans to address any performance issues or client concerns.
- *Strategic Planning and Execution:**
- Collaborate with clients to develop and execute digital marketing strategies that align with their business goals.
- Work closely with internal teams (e.g., SEO, content production, ad management) to ensure the successful implementation of client strategies.
- Identify opportunities for upselling and cross-selling additional services to clients.
- *Client Advocacy:**
- Advocate for clients within the agency, ensuring their needs and goals are understood and prioritized.
- Collect and relay client feedback to internal teams for continuous service improvement.
- *Problem Solving and Issue Resolution:**
- Proactively identify potential issues and work with clients and internal teams to resolve them.
- Address and resolve client complaints or concerns in a timely and effective manner.
- *Retention and Growth:**
- Develop and implement strategies to enhance client retention and satisfaction.
- Identify and pursue opportunities to grow existing client accounts, contributing to the agency's revenue goals.
- *Market and Industry Knowledge:**
- Stay up-to-date with the latest trends and developments in digital marketing.
- Share industry insights and best practices with clients to help them stay competitive.
- *Documentation and Process Improvement:**
- Maintain accurate and detailed records of client interactions and account activities.
- Contribute to the development and refinement of Customer Success processes and tools.
We are a small but mighty team, we are growing rapidly and by jumping on to the train now you will be setting yourself for managerial roles in the future.
🚨🚨 If you don’t think you're a perfect fit, you should still sign up to Hatch and create a profile, we'll match you to other roles that suit your profile.
Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like Perceptiv Media.
✅ Applying here is the first step in the hiring process for this role at Perceptiv Media.
We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.
