Customer Success Manager

Jenkin Beattie Pty Ltd; City of Melbourne; Hybrid; AUD 120,000 - 160,000; Full time

Job summary

Jenkin Beattie Pty Ltd is seeking an Enterprise Customer Success Manager to own and grow strategic relationships across enterprise accounts in financial services, telco, utilities and professional services. You will drive adoption, retention and commercial growth by aligning product and data solutions with customer goals.

In this role you will engage senior stakeholders, run quarterly business reviews, identify renewal and upsell opportunities, and collaborate with Sales, Product and Solutions

Qualifications

• 2+ years' experience in customer success or a similar client-facing SaaS role.
• Experience managing enterprise or strategic accounts (under 50).
• Ability to identify renewal, cross-sell and upsell opportunities.
• Comfort engaging with senior stakeholders up to Heads of IT, Product, Digital, Director and C-level.
• Experience with adoption of complex software, SaaS, data or technology platforms.

Responsibilities

• Manage and develop enterprise accounts.
• Build relationships with senior business, technology, data and operational stakeholders.
• Develop strategic customer success and account plans.
• Identify opportunities to cross-sell and upsell additional software, data and analytics solutions.
• Run quarterly business reviews (QBRs) and workshops;trainings and strategic account meetings.
• Act as a trusted advisor and help customers maximise value from the platform.
• Work with Sales, Account Management, Product, Solutions Consulting, Support and other global teams.
• Manage customer issues and coordinate internal resources for successful outcomes.

Skills

Customer Success

Account Management

SaaS

Enterprise software

Stakeholder engagement

Job description

Global Financial Services Software & Data Provider | Melbourne or Sydney | Hybrid Working

The Company

Our client is a global financial services software and data solutions provider, delivering mission-critical technology, data and analytics solutions to some of the world's leading financial institutions.

With an established global footprint and a strong customer base across Australia and New Zealand, the business is continuing to invest in its ANZ operations and is looking to appoint an experienced Enterprise Customer Success Manager.

This is a strategic, customer-facing role responsible for managing and developing key business, finance and IT relationships across a portfolio of enterprise customers across Financial Services, Telco, Utilities, Professional Services - driving increased adoption, retention and customer value while identifying opportunities to expand the relationship across the broader suite of software, data and analytics solutions.

The Role

As Enterprise Customer Success Manager, you will act as a trusted partner to key customers across Financial Services, Telco, Utilities, Professional Services and related sectors, taking responsibility for the ongoing success and development of each relationship.

Key responsibilities will include:

• Managing and developing key enterprise accounts
• Building strong relationships with senior business, technology, data and operational stakeholders
• Developing strategic customer success and account plans
• Identifying opportunities to cross-sell and upsell additional software, data and analytics solutions
• Running regular customer reviews - quarterly QBR's for every key customer- workshops, training and strategic account meetings
• Acting as a trusted advisor and helping customers maximise the value they receive from the platform
• Working closely with Sales, Account Management, Product, Solutions Consulting, Support and other global teams
• Managing customer issues and ensuring appropriate internal resources are engaged to achieve successful outcomes

What We're Looking For:

Ideally, you will bring:

• 2+ years' experience within Customer Success, Account Management or a similar client-facing role within SaaS, enterprise software or technology
• Experience managing a small number (under 50) of enterprise or strategic customer accounts
• Strong commercial acumen with the ability to identify renewal, cross-sell and upsell opportunities
• Confidence engaging with senior stakeholders through to Heads of IT, Product, Digital, Director and C-level
• Experience demonstrating and supporting the adoption of complex software, SaaS, data or technology platforms
• The ability to run customer workshops, business reviews, onboarding and training sessions
• Excellent stakeholder management, presentation and communication skills
• A proactive, customer-centric approach combined with strong attention to detail
• Experience within financial services, banking, insurance, data, analytics, risk or financial technology would be highly regarded

Why Apply?

• Join an established global financial services software and data solutions provider
• Work with major enterprise financial institutions across ANZ
• Represent a broad portfolio of software, data and analytics solutions
• Strategic role combining Customer Success, relationship management and commercial account growth
• Exposure to senior and C-level stakeholders
• Strong global brand with an established enterprise customer base
• Collaborative international working environment