Senior Customer Success Manager

This is a Senior Customer Success Manager (Hybrid - Sydney) role with one of the leading companies in AU right now 🔥 -- Tealium -- 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 Tealium 🧐🧐

**WHO WE ARE** Tealium is the most trusted and world’s largest independent customer data platform. Tealium connects customer data – spanning web, mobile, offline, and IoT devices — so brands can connect with their customers. Tealium’s turnkey integration ecosystem supports more than 1,300 client-side and server-side vendors and technologies, empowering brands to create a unified, real-time customer data infrastructure.  Tealium’s customer data solutions encompass tag management, an API hub, a customer data platform with machine learning and AI, and data management solutions that make customer data more valuable, actionable, and secure. Tealium has been a trusted provider of customer data solutions for more than a decade, and more than 850 top businesses worldwide including Microsoft, Hyatt, Gap, HSBC and Novartis rely on Tealium to power their customer data strategies. Team Tealium works and lives across the U.S. and in nearly 20 countries across the world.  We are intentional about our culture, our investment in our team members and how we care and connect.  Tealium = Teal + Helium. Teal: a vibrant reflection that evokes authenticity, trustworthiness, reliability, open communication and clarity of thought.  Helium: we rise above, a kinetic force that elevates our customers’ and our experiences beyond all others.  We win together with respect and appreciation for the talents required of all positions and the people who contribute to each of these. **WHAT ARE WE LOOKING FOR** We are looking for a passionate, motivated, and driven Customer Success Manager (CSM) to drive successful adoption and expansion of Tealium’s solution with her/his accounts.  The Customer Success Manager serves as the internal voice of the customer while working with other Tealium teams and partners to exceed customer expectations. The ideal candidate will have both the technical and customer-facing skills to resolve customer issues at a high rate, be knowledgeable enough in the digital marketing and data landscape to lead strategic conversations with our customers and provide value to users by ensuring that we offer world-class customer support.  Additionally, this role will be expansion-focused and require a proven track record of growing revenue across a book of business. Through this role, customers will achieve maximum value in their investments, leading to retention, renewal, upsell/expansion, and referrals. The ideal candidate will be based in the Sydney area, working in a hybrid environment that enables both onsite collaboration and remote work. **YOUR DAY TO DAY** - Act as a trusted advisor and key point of contact for a portfolio of accounts to build relationships, drive incremental value, retain and expand customer use of Tealium’s products and services. - Gain an understanding of customers’ desired business outcomes and mutually plan to realize more value through improvements in implementation and adoption of new use cases. - Partner with Tealium’s implementation team to ensure successful deployment and engagement  - Provide guidance to customer organizations on how to leverage Tealium to implement their projects from design to production - Implement customer engagement strategies including consistent Executive Business Reviews and Quarterly Business Reviews - Leverage relationships and customer health analytics to identify customer expansion opportunities & churn risks - Collaborate with Tealium’s Sales team to expand customer relationships & ensure renewals - Monitor and report on customer health, plan and co-ordinate the recovery for churn risk scenarios - Effectively solve ad-hoc customer issues as needed, interacting with Customer Support, escalating customer issues as needed and identifying solutions/resources - Collaborate with Marketing to grow library of customer testimonials  - Share industry updates and other customer stories in your portfolio to drive interest in Tealium propositions - Inform customers of Tealium’s Product roadmap & provide continuous customer feedback to Tealium’s Product team - Create change forms; Mingle Administration, spot-checking cards, task recording, and communication. - Work in conjunction with sales teams and account teams to help define and integrate professional services solutions into the comprehensive Tealium proposal. - Assist in the execution of Professional Services technical scoping activity with prospective customers or existing customers and produce a proposal, level of effort, Statement of Work, and resource plans. - Articulate and sell the value of Tealium Professional Services within prospective and existing enterprise customers. **WHAT YOU BRING TO TEALIUM** - 5+ years in customer-facing roles (Solutions Consulting, Customer Success,  Technical Account Manager) at a Marketing Technology SaaS provider, Digital Marketing Agency or in Marketing Operations - Bachelor’s degree in engineering, computer science, business, marketing, or a related field - Effective communication skills with customers and internal teams, including prioritizing, escalating, and providing ongoing status updates. - Exceptional organizational, presentation, and communication skills (both verbal and written). - Engagement Management / Project Management experience in a digital marketing or SaaS environment. - Expertise with scoping, producing, and delivering SOWs that meet customers' documented requirements. - Ability to develop onboarding processes and develop content to support them. - Technical acumen and an understanding of web technologies like JavaScript and APIs. - Experience with MarTech software like Analytics, Ad Tech, Personalization, Email. - Experience mentoring colleagues and peers and providing technical leadership and training. **WHY YOU WANT TO WORK HERE** At Tealium,  we don’t just offer the ordinary, we provide the extraordinary:  - Tealium WOWs (Ways of Work), our award winning culture is how with think, act and connect together at Tealium - Mosaic, our commitment to diversity, equity and inclusion is grounded in our mosaic of diverse perspectives and shared belonging as we live in work across the US and in nearly 20 countries - Tealium Cares, to promote caring in our communities, 15 hours of paid work time for volunteer activities and programs is offered annually - Tealium Connects (remote-first working), enabling many of us to choose where we do our best work and offering new hire stipends to assist with purchasing things we need to support a successful home office environment - Tealium Ownership, share in the success of Tealium by becoming an owner of Tealium beginning with new hire equity grants  - Tealium Time, paid time-off policy to offer flexibility to take time when needed and robust leave programs, including extended paid parental leave and company holidays - Healium, health and wellness programs to help us be our best selves in the experiences of health, physical, mental, social, and even financial well-being and wellness - Tealium LIFT (Learning is Facilitated at Tealium), offering a myriad of professional development opportunities with over 6,000 courses available on demand to best-in-class manager and leadership development programs - Health and Related Benefits Programs, offering market competitive benefits programs

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