Customer Success Liaison

Overview

Are you an independent self-starter looking for modern-day work from home flexibility? Does the idea of working for an established Martech SaaS start-up that is expanding globally excite you?  If so, keep reading.

We are a martech brand automation and templating software solution with clients in Australia, the UK, and the US. We are seeking interest from the right candidate to join our growing portfolio as a Customer Success Liaison.  Work on some of the best enterprise brands across higher ed, finance, and tech.

You are a high-energy strategically-focused customer advisor responsible for driving return on our enterprise customers’ investment in our platform and suite of products and services. You will be responsible for ensuring the success, lifetime value, and active usage of each customer. Working closely with key cross-functional teams in our Australian and UK-based offices, you will define, develop and execute effective activation and adoption strategies. Your quarterly KPIs will look something like this: 1) Ensure the on-time and on-budget delivery of client projects and initiatives; 2) 20% growth YoY for your key accounts; 3) All renewals managed with a churn rate <90%.

Full customer portfolio management

–Acting as the customer key point of contact, coordinate and oversee customer projects with input and direction from cross-functional teams
–Ensure customer resource requirements and dependencies are identified and any gaps are addressed with stakeholders to keep the projects on track
–Own the discovery and development of key customer stakeholder relationships, their objectives, and desired outcomes
–In collaboration and with direction from CS Team Leaders, development and execution of customer success plans based on customer lifecycle stage
–Collaborate and communicate with Sales/Support to ensure alignment on plans
–Own the tracking and analysis of a portfolio of customers account usage with the objective of;
–Mitigating churn
–Increasing upsell
–Expand usage of the platform

Analysis and Insights

–Analyze usage patterns and deployment to provide insights and guidance
–Measure the results of executed strategies to determine their efficacy
–Proven record of meeting performance goals
–Experience in an organization working towards targets and financial goals

Delivery (Professional Services) & Product alignment and engagement
–Work closely to support assigned professional services team(s) to ensure all customers projects are briefed, scoped, and delivered to a high quality and within the deadline
–Ability to interact with and influence all levels from individual contributors to executives, including those who are more technically focused
–Manage support desk tickets
–Sales alignment and engagement
–Collaborate and communicate with Sales, during pre-sales & post-sales stages for:
–High-value expansion opportunities
–High-value renewals opportunities or retraction mitigation
–Ensuring we deliver on our promise

Our Dream Candidate Would Look Something Like This:

–5+ years of Customer Success Management/Account Manager experience, with a strong ability to deeply understand products, articulate customer visions, mitigate conflict, set expectations, and execute strategy
–Experience supporting Contract Lifecycle Management processes and workflows
–Experience in business, marketing, advertising, graphic and creative design, or economics
–Commercial acumen and a sales-driven mindset
–Prior experience in solution design and delivery, either in a professional services or technical delivery role
–Deep subject matter expertise in at least one industry. This should include fluency in any regulatory or compliance requirements.
–Self-motivated, highly collaborative, creative, goal- and growth-oriented, and team-centric
–Ability to build effective strategy (internally and externally)  and couple it with execution
–Project Management, Change Management experience
–Marketing, Design, Agency experience preferred
–Enthusiasm about SaaS and ability to learn various SaaS technologies quickly

This is a 100% remote work from home opportunity. And we are open to the right candidate from any location on flexible hours that work for you. Previous experience working in brand management, ad agency account management, or customer success SaaS required.

To apply, send a cover letter outlining your experience in account management, SaaS, and/or advertising/marketing sector; as well as your desired hours, location, and aspirations.

Tagged as: accountmanagement, customersuccess, saas