Lead Client Success Manager (Retail)
Sydney
Global Revenue – Client Success /
Full-time /
Hybrid
Bazaarvoice is looking for a Senior Client Success Manager to join our Retail team. Our Client Success Managers are our deep business specialists and are responsible for delivering exceptional strategy and business support to our clients. We are looking for an individual who is passionate about client service, about solving challenging problems and enjoys regularly exceeding customer expectations. Our ideal candidate is naturally curious and has a strong drive to succeed.
What You'll Be Doing:
- Manage client lifecycle across a portfolio of named accounts, where you will: conduct discovery and understand your client's internal metrics for success of the program and ensure the client knows how to achieve and measure those results
- Act as the business success/strategy expert in educating and advising clients on best practices and strategies to run a healthy user-generated-content program and get the most out of their investment
- Deliver performance reviews at a designated cadence, including KPIs and revenue value associated with their UGC program, including client executive/leadership stakeholders
- Influence adoption of Bazaarvoice’s innovations, solutions, and features that compliments retailer’s business goals
- Understand both internal Bazaarvoice technical platform and product knowledge as well as ability to understand your clients' technical infrastructure and how this impacts the overall business strategy
- Manage client health by identifying, documenting, and working with cross functional teams (sales, product marketing, product, technical success, services) to mitigate risk and increase client retention rates through client satisfaction/relationship management
- Act as lead for broader account vision with other supporting functions (such as Account Managers, Technical Success Managers, Product, etc.)
- Leverage critical thinking to problem solve both client and internal scenarios to achieve client health/satisfaction
Necessary Skills And Experience:
- Account management with attention to retention and revenue growth, ideally with another SaaS or e-commerce platform
- Excellent relationship-building skills, proven record of leading meetings with Executive leadership (client and internal stakeholders) and successfully cultivating productive executive champion relationships
- Ability to compel clients and internal stakeholders to act, and to hold them accountable to their commitments
- Demonstrated ability to manage multiple accounts, priorities, workstreams concurrently
- Attention to detail, highly organized, with an absolute focus on quality of work
- Ability to analyze and compile data in effectively visualize and speak to the data
- Strong team player with a “client-centric” attitude
Nice to have:
- Experience working for a Fortune 1000 Retailer or experience consulting/supporting with Fortune 1000 retailers
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