Jenkin Beattie Pty Ltd Hiring for Enterprise Customer Success Manager at Melbourne, Victoria, Australia Full Time

Enterprise Client Growth / Customer Success Manager

Brand New Team – First Rep on the ground – Build the CS Team/ GTM Strategy & Grow team

Based in Melbourne, you will use your experience, commercial and analytical skills, stakeholder engagement and people skills to help ensure that the agency continues to provide the very best of service and results to its portfolio of clients.

You will be empowered to work collaboratively with project managers to develop, train, maximize and measure the success of clients. Specifically, you will be responsible for continuously innovating and actively listening and engaging with clients to provide the best possible service standards, solutions and process improvements to maximize client satisfaction and loyalty.

To be successful in this role, you will need to be a genuine people person, self-starter, client-driven and solution-focused. You will immerse yourself in learning more about the agency’s strategy and clients’ needs and pain points to develop strategies and initiatives.

Responsibilities:

• Drive ideation, education and training of scalable growth and loyalty strategies
• Develop and nurture client trust and relationships
• Contribute to shaping what client success looks like for clients
• Learn and consult on clients’ eCommerce tech stack and ecosystem
• Act as a voice of the customer/customer advocate
• Primary ownership and accountability for ensuring customer growth, happiness and retention (healthy relationships)
• Own client engagement and advocacy leading to growth and loyalty
• Define what success means for customers and produce detailed plans outlining a roadmap to achieve success and share in accountability for their success
• Build and foster relationships with key decision-makers and stakeholders
• Monitor client health and create risk mitigation plans where needed
• Develop retention strategies by assessing customer goals and delivering against them
• Work collaboratively with internal stakeholders, sharing knowledge and best practice to continually improve our process quality, effectiveness and efficiency

Desired Skills and Experience:

• Excellent communication, relationship and facilitation skills
• Energy and passion for providing the best customer service, going above and beyond to exceed customer expectations
• Demonstrated experience in developing plans and objectives to achieve outcomes
• Willingness to go out on the road and visit clients face-to-face
• A proven track record of building healthy and transparent customer and internal stakeholder relationships
• An ability to work autonomously with high levels of self-motivation in an unsupervised environment
• Highly organized, self-motivated and great at building rapport through multiple mediums
• Strong problem-solving skills and ability to innovate actionable solutions
• Experience in SEO/SEM or eCommerce agencies advantageous.

Please apply via Linkedin or send your CV to [email protected]