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    Customer Success Manager, APAC - Sydney, Australia - Bigtincan

    Bigtincan
    Bigtincan Sydney, Australia

    1 week ago

    Default job background
    Description

    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.

    Requirements

    As a global Saas company, we are committed to fostering an inclusive and diverse workforce. We believe in equal opportunity for all employees and candidates, regardless of race, gender, religion, sexual orientation, nationality, or any other characteristic. We strive to create an environment where everyone feels welcomed, valued, and respected, and where each individual has the opportunity to thrive and grow professionally.

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