Insights Customer Success Manager

About the Company:

Streem delivers comprehensive and realtime Print, Online, Television, Radio and Social media intelligence to corporate and government media teams across the ANZ market, helping them to monitor, analyse and respond to news as-it-happens. A challenger business in a highly monopolised market, Streem applies technology and human intelligence to deliver customers a fast, flexible and innovative media monitoring and analysis platform on Desktop, Tablet and Mobile.

Benefits and Perks:

• Work with a group of 150+ dedicated, motivated, and loyal staff in Surry Hills and around Australia.
• Paid Parental Leave.
• Enjoy daily gourmet lunches prepared for all staff by our in-house chef, plus access to the constantly filled snacks and drinks bar.
• Access to $3,000 per year of Education and Training allowance and $2,000 Talent Referral Scheme.
• Benefit from internal and external reward activities including corporate massages, flu vaccinations, pub lunches and off-site events, and a range of corporate discounts on homeware, kitchenware, movie vouchers, tech etc.
• Join a flexible working environment, and access a newly fitted out Surry Hills HQ (minutes from Central station).
• Pet Friendly Office
• Take your birthday off every year, access Mental Health Days and our Employee Assistance Program (EAP) paid for by Streem, providing you an outlet for confidential support in your personal and professional life.

Location:

Surry Hills, Sydney, NSW

Website:

https://www.streem.com.au/

The Role:

The Insights Team at Streem is growing! We are looking for an Insights Customer Success Manager to join our Customer Service team. You'll work with customers to define and deliver their Insights service and ensure client satisfaction on a day-to-day basis. The role will report to the Insights Team Lead and is responsible for a variety of tasks to support and grow Streem’s Insights business.

Responsibilities include (but are not limited to):

• Focus on new client onboarding and client retention, client satisfaction, client feedback and client support across all of the department's products.
• Support your manager and commercial members of the team on project scoping imparting research and client knowledge.
• Document all client requirements and the agreed scope of work, ensuring this is clearly communicated to the research team and the final report meets the expectations of the client.
• Coordinate with internal stakeholders from Media Researchers, Analysts, Account Managers, Business Development team and Accounts.
• Building and maintaining strong relationships with customers through serving as their key point of contact for Streem’s Insights division.
• Preparation of internal and customer-facing documentation, resources and materials.
• Identifying self-service solutions and infrastructure in response to customer challenges.
• Prepare relevant data queries.
• Copyedit and proof outgoing reports.
• Support your manager on pricing, proposals, tender documents & producing work orders

Skill and Experience:

• Excellent verbal and written communication skills
• Prior experience working with media monitoring, data and analytics or social listening tools preferred
• 1-2 years of customer-facing skills with the ability to take initiative and adapt to changing situations
• Proactive and enjoys a fast-paced environment
• Have a keen interest in media, media trends and analysis
• Positive can-do attitude, energetic, and media-savvy
• Ability to manage conflicting priorities and deadlines while maintaining sharp attention to detail
• Candidates with previous customer-facing and/or media/insights or social experience are encouraged to apply
• Experience working with Excel, Project Management Tools/CRM tools/Boolean Search is an advantage
• Bachelor's or Master's Degree in Communications/Media/Public Relations/ or relevant field is preferred