Customer Success Manager, APAC

vor 1 Monat

Sydney, Österreich Bigtincan Holdings Limited Vollzeit

Hybrid Role - 2 days in office / 3 days in your home office

Responsibilities:

- Act as an Implementation Specialist during onboarding, training, and monitoring the management of projects to ensure deadlines are met and launches are successful.

- Provide project status reports as needed to customers and internal stakeholders.

- Monitor customer health, engagement, and overall product utilization, collaborating across teams to develop methods to increase customer health.

- Support quarterly business review meetings and provide ideas for optimization, increased value, growth, renewal, and advocacy.

- Identify products and services to grow existing accounts and collaborate with Account Managers to introduce upsell/cross-sell opportunities.

- Work in collaboration with Account Managers to ensure customer contracts are in compliance with license counts, products, services, and other requirements.

- Project manage support challenges between customers and support teams to ensure resolution of trouble tickets.

- Assist in developing best practices and maintaining clear documentation for all internal processes and customer training.

- Maintain SFDC Opportunity/Account records and attach relevant documents.

- Travel as needed for customer meetings and conferences.

- Act as a Subject Matter Expert (SME) for our product(s), staying up-to-date with new features and functionality.

- Support customers with data questions and create dashboards to capture insights aligning with customer goals.

- Provide guidance during implementations, articulating use cases and goals to ensure successful product adoption.

- Understand and apply the MEDDPICC sales methodology to customer interactions and engagements.

- Manage customer renewals and conduct regular reviews to ensure ongoing satisfaction and identify improvement opportunities.

- Cultivate multi-level relationships within customer accounts to foster trust and loyalty.

- Thrive in a high-growth environment where flexibility and adaptability are essential, and the path forward may not always be clearly defined.

Qualifications:

- Bachelor's degree in a relevant field or equivalent experience.

- Proven experience in customer success, account management, or related roles.

- Strong project management skills with the ability to prioritize and manage multiple tasks simultaneously.

- Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers and internal teams.

- Analytical mindset with the ability to interpret data and generate actionable insights.

- Experience working with CRM systems, preferably Salesforce.

- Willingness to travel as needed for customer meetings and conferences.

- Comfortable working in a fast-paced, dynamic environment with changing priorities.

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