Customer Success Manager
New
This role is remote within Australia, but we are only considering candidates based in East Coast Australia locations., Australian Eastern or Central Standard Time ZoneFull-TimeMiddle
Salary$142,000 — $170,000 AUD
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Job Details
- Experience
- 3+ years
- Required Skills
- Project ManagementAccount ManagementCustomer SuccessSaaS
Requirements
- 3+ years relevant work experience in customer success, account management, digital consultancy or project management, preferably in a SaaS business
- Located in Australian Eastern or Central Standard Time Zone
- Experience working with a portfolio of accounts, supporting a highly technical product
- Proven ability to build strong relationships, establish credibility, and communicate effectively across all levels of an organization
- Ability to set priorities, drive decisions and reach resolution on recommendations and issues
- Ability to influence others towards continuous improvement, both internally and externally
- Experience successfully managing customer engagements to completion and customer satisfaction
- Proven track record of coordinating with Sales, Legal, and Deal Desk to manage customer renewals, optimizing revenue
- Excellent presentation, written and verbal communication skills
- Proven time management skills with the ability to prioritize tasks
Responsibilities
- Drive the adoption, value realization, retention and overall success of our customers
- Build trusted, consultative relationships with key stakeholders
- Coach customers to get the most out of Algolia by aligning with their objectives and KPIs
- Demonstrate and communicate Algolia’s value proposition and product capabilities
- Lead regular Business Reviews to evaluate adoption, impact, feedback, and next steps
- Work in partnership with Solutions Architects to guide customers through the project management and technical requirements of their Algolia implementation
- Provide regular, proactive recommendations to optimize the use of our platform
- Document and clearly articulate the Return on Investment driven by our solution
- Anticipate challenges, identify risks, and proactively present solutions
- Identify opportunities to expand our partnership with customers
- Analyze accounts that have been lost, identify reasons for churning and build a strategy to win customers back
- Ensure all account issues are quickly resolved, utilizing resources from cross-functional teams internally
- Function as the voice of the customer and provide internal feedback on how Algolia can better serve them
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