Associate Customer Success Manager
vor 5 Stunden
This is a Associate Customer Success Manager role with one of the leading companies in AU right now 🔥 -- impact.com -- 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 impact.com 🧐🧐
## **Your Role at impact.com:** As an associate CSM for Australia and New Zealand you will be responsible for the management of client relationships to promote retention and growth, through identifying up-sell, cross-sell, and churn-risk early. Join us if you are passionate about strategic, goal-driven account plans and processes to ensure productive relationships with clients. This position works closely with cross functional teams as the client advocate, to help develop solutions to meet client goals. ## **What You'll Do:** As CSM for Australia and New Zealand you will be responsible for the management of client relationships to promote retention and growth, through identifying up-sell, cross-sell, and churn-risk early. Join us if you are passionate about strategic, goal-driven account plans and processes to ensure productive relationships with clients. This position works closely with cross functional teams as the client advocate, to help develop solutions to meet client goals. **What You'll Do:** - **Platform Knowledge:** - Clearly understand our core functionality and how partnership marketing fundamentals tie into our solutions and product offering - Run platform training and consult on contracts, dangerous configurations, finance, ad tracking, and reporting - **Account Management:** - Drive partnership collaboration, promote initiatives, increase platform adoption, and communicate value under the guidance of your manager and or executive sponsor(s) - **Escalation Management:** - Follow and leverage a standardized process to track open issues with the customer and within Impact, with the goal of providing transparency to open items and a basis for escalation for those efforts that require multiple internal teams to participate - **Project/Task Management**: - Produce and execute against technical account configuration efforts, coordinating with the Solutions Design and Delivery team as appropriate, to ensure the customer’s technical configuration of the platform enables account management activities - Coordinate efforts with the Solutions Design and Delivery team to ensure new technical integrations or highly technical updates are completed in a timely fashion - **Commercial Efforts:** - Validate and review PPV (Positive Predictive Value) pacing reports to ensure the customer's desired outcomes are on track, and to identify opportunities to upgrade the customer’s contracts in a timely fashion - Validate and review customer account funding status to ensure the customer can meet their partner commitments - Perform periodic churn risk analysis for the customer to identify opportunities to further engage with the customer and demonstrate the value proposition of the platform - Perform a financial analysis to better predict the revenue for the account for the current fiscal quarter, half, year, and next year - Help to facilitate all renewal and expansion opportunities - Analyse program performance to identify renewal expansion opportunities - Partner with managers and executive sponsors for negotiations and executive outreach as it relates to renewal opportunities ## **What You Have:** - Bachelor or Master degree - 2+ years direct B2B SaaS sales experience, strong preference towards marketing technology (tracking, measurement, etc) - 2+ years experience in Marketing Consulting, Customer Success, Account Management, Business Development, or other client-facing roles where you managed a book of clients - SaaS company experience preferred - Customer Focus, Commercial Drive, Service-oriented - Experience with business-to-business commerce and Internet communication software (advantageous)
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