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Senior Customer Success Manager

Fluent Commerce

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Customer Service, Sales & Business Development

Australia

Posted on Jun 14, 2024

We are seeking a proactive and dedicated Customer Success Manager (CSM) to join our dynamic team. The CSM will play a key role in building long-term relationships with our customers, ensuring their satisfaction, and driving product adoption. The ideal candidate will have excellent communication skills, a customer-centric mindset, and a passion for helping customers achieve their goals.

Application Deadline: September 30, 2024
Department: Customer Success
Employment Type: Permanent - Full Time
Location: Australia
Workplace type: Hybrid
Reporting To: Ingrid Bernard with a dotted line to Imran

Key Responsibilities:

Development and management of forecasting, customer engagement plans that will deliver business outcomes.
Conducts customers business and opportunity diagnostics to analyze business case drivers, to identify program risks and to establish action plans that deliver near term results and continue to improve business processes that ensure value realization
Work with the Sales Head of the region to develop and execute quarterly plans that improve adoption, customer satisfaction and renewals across the region.
Develop and maintain customer program reporting to communicate progress and to help govern the relationship with customers and Fluent Leadership - with specific expertise around implementation and best practices
Develop deep relationships with key decision makers and executive sponsors.
Responsible for knowledge management, best practices and leading business enablement strategies specific to Fluent value proposition
Assist customers with transformational change by facilitating and coordinating cross functional involvement
Develop and implement account strategies and implementation plans that further existing account adoption and identify new business opportunities within assigned accounts. These plans should:
- Ensure deep adoption of both products and features
- Increase the customer's usage of their contracted cloud applications up to and beyond the entitlements that they have.
- Track SLA performance and overall customer satisfaction and health
Maintain a close working relationship with other regional business teams (Sales managers, Channel Managers, Marketing, support personnel and other customer facing personnel) in support of global customers and corporate functions necessary to support all assigned accounts.
Develop and maintain close working relationships with Partners engaged with assigned accounts to insure effective account relationships and deliverables.
Work with partner and customer during deployment to ensure the best outcome for all parties
Drive successful renewals (including accurate forecasting of renewals) and using in depth knowledge of customers, drive growth opportunities in partnership with assigned Account Executives
Facilitate regular business reviews with customer, Account team, and broader executive team members to confirm ongoing customer account goals, assess progress, align to value realization and strengthen relationships

Skills, Knowledge & Expertise:

5+ years of experience in Customer Success or equivalent retention focused role
Strong understanding of the retail industry
Degree in Business Administration, Information Technology, or a related field preferred
Demonstrated ability to manage in a dynamic, fast paced environment
Exceptional ability to engage and communicate with customers, actively listen for feedback, and lead challenging conversations with customers toward positive outcomes
Ability to interact with customers at a C level and quickly restore confidence in “escalation” situations
Business oriented mindset
Strong analytical capability, able to identifying high-impact solutions to identified customer problems, as well as proactively solving potential issues before they become problems for the customer
Ability to collaborate cross-functionally and engage resources both within and outside of your direct control to move efforts forward in support of a common goal for the business
Be part of managing change experience in developing scalable workflows that can be implemented globally
Deep interest in understanding technical and functional capabilities and connecting them to the value they provide to customers, along with a strong ability and desire to comprehend technical issues

Benefits:

We value flexibility – Work how, when and where it suits you.
Centrally located tech office – Located in The Rocks, Sydney, we have a fun new office space with outdoor terrace and views of the Sydney Harbour Bridge!
Flexible and supportive leave policies – Including generous paid parental leave and paid leave for your birthday so you can celebrate you.
Culture is key – We have a great team and enjoy regular social events to foster a collaborative, supportive and fun work environment.
A share in Fluent Commerce’s success – Share options scheme for all employees.
Advance your career – We invest in your future by providing an allowance to help accelerate your learning and professional development.
Bring your whole self to work: At Fluent, we strive to create and nurture a culture where every employee can bring their whole self to work, feel inspired, and empowered to do your life’s work (or be your best self).

About Fluent Commerce

Working with some of the world’s leading brands and retailers, we’ve created a powerful and exciting cloud-native Order Management platform designed to reinvent how businesses serve their customers’ needs efficiently and cost effectively. We’re disrupting the status quo to help our clients adapt quickly to their ever-changing needs. It’s a huge opportunity and we’re proud to be at the heart of it.

Globally headquartered in Sydney, Australia—and with teams across Europe, US and APAC—we’re growing quickly with new opportunities both nationwide and internationally. Are you ready to change the world of commerce? Then we’d love to hear from you!

At Fluent Commerce, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box, we’re looking for lifelong learners and people who can make us better with their unique experiences.

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