Customer Success Manager, Government

Streem (Media Monitoring & Insights); Sydney; Hybrid; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Hybrid work environment

Dog-friendly HQ

Referral bonus

Upskilling bonus

Headspace subscription

Job summary

Streem is seeking a Customer Success Manager for its Government Client Success team in Australia. You will manage a portfolio of government departments, bridge client needs with the Streem team, and tailor the platform to client requirements.

You’ll deliver proactive support, training, and reports while acting as the client advocate to enhance experience and outcomes for government accounts.

Qualifications

• 1–2 years of direct account management or customer success experience, preferably in SaaS and/or with Government clients.
• Strong client-facing skills with initiative and adaptability in changing priorities.
• Excellent verbal and written communication, capable of explaining technical information to diverse audiences.

Responsibilities

• Establish, customise and maintain Federal Government client accounts, including keyword searches (Boolean).
• Build and develop strong client relationships and provide platform training.
• Collate and escalate client feedback, advocate for client needs internally.

Skills

Account management

Customer success

SaaS experience

Government clients

Communication

Education

Degree in Communications/Media/PR

Tools

Excel

CRM tools

Job description

We’re on the hunt for a media geek with a knack for creating and upholding stellar client relationships to join our dynamic Government Customer Success team.

Media is a 24/7 business, and so is Streem. We’re looking for a dedicated, energetic, and politically tuned-in individual to join our team of Customer Success Managers, working closely with a diverse portfolio of government clients to stay ahead of the news cycle and maintain positive relationships.

About The Role

As a Customer Success Manager, you’ll act as the custodian of your own client portfolio composed of government departments across Australia.

You will act as a bridge between our clients and the broader Streem team, offering proactive operational support, expertise and platform training, whilst being an internal advocate of your client’s experience.

Your role will strike a balance between client-facing and behind-the-scenes tasks. You’ll have the opportunity to tailor Streem’s powerful platform to best suit your clients’ dynamic needs, whilst also finding your own unique voice as a media monitoring expert.

Responsibilities

• Establishing, customising and maintaining Federal Government client accounts, including the creation of keyword searches (i.e. Boolean searches).
• Building, maintaining and developing strong client relationships.
• Delivering platform training to end users, through virtual and face-to-face sessions.
• Collating and escalating client feedback, advocating for their needs internally.
• Acting as an escalation point for Customer Support regarding Government-specific enquiries, tasks, processes and projects;
• Proactively identify and elevate critical events and/or developing news relating to clients.
• Strategising solutions to client challenges and opportunities for relationship development.
• Producing a range of client reports, transcripts, summaries and downloadable media items.
• Ensuring all client-related tasks are completed in an accurate, productive and timely manner.

Why Streem?

Streem is a leading challenger in the media intelligence space. We deliver comprehensive and real-time monitoring of print, digital, TV, radio, podcasts, and social media to over 1,000 of Australia and New Zealand's most influential organisations.

We’re driven by one mission: to deliver a complete media intelligence solution, backed by a team that cares. Our team brings a deep understanding of the Australian and New Zealand media landscapes, backed by an intuitive platform and an expertly curated, meticulously maintained in-house source base. Rain or shine, our local team is dedicated to ensuring that our clients are able to interpret and respond to media coverage, as it unfolds.

About You

This role is ideal if you are dedicated to providing top-tier support to a diverse clientele. We’re looking for someone who is confident in their ability to adapt to customers' unique needs, informed by a strong sense of initiative and a keen interest in Australian media and public affairs.

A Few Specific Skills We’re Looking For Include

• 1-2 years of direct account management or customer success experience (preferably in a SaaS environment and/or working with Government clients);
• Strong client-facing skills, with an ability to take initiative, adapt to changing priorities and resolve challenges in a composed manner;
• Strong time management skills, with the ability to proactively manage conflicting priorities and deadlines in a fast-paced environment;
• Excellent verbal and written communication, with an ability to express technical information to diverse, non-technical audiences;
• Strong collaboration skills and the curiosity to learn new skills and technologies;
• An interest in and understanding of the Australian political, media and news landscapes.

Other skills and qualifications that are beneficial, but not required, include:

• A degree in Communications, Media, Public Relations, Journalism, or another relevant field (completed or in progress);
• Prior experience using or working with media monitoring, intelligence or social listening tools;
• Confidence working with Excel, project management tools, CRM tools or Boolean queries.

We’re building a team with varied strengths and backgrounds, so please don't be discouraged from applying if you don't meet all the skills requirements. Whether you’re early in your journey or looking for your next step, we’d love to hear about what you can bring to the Streem team.

Benefits

Headquartered in Surry Hills, Streem’s culture is built by our team’s passion for the media, energy and ambition for excellence. We’re a proactive crew who champion collaboration, life-long learning, and top-tier service delivery. As a part of the team, you’ll enjoy awesome benefits, including:

• Catered lunches and a snack kiosk
• Bonus paid leave days (e.g. Birthday, Volunteering, Wellbeing and Blood Donation Leave)
• Generous parental leave scheme (i.e. Streem top-up)
• Hybrid and flexible working environment
• A dog-friendly Surry Hills HQ (just 5 minutes from Central).
• $2,000 Talent Referral Bonus
• $3,000 p.a. Upskilling Bonus
• Corporate discounts, annual flu vaccinations, salary sacrifice options, novated vehicle leasing, and a complimentary subscription to Headspace Care.

At Streem, we believe that the quality of our services is strengthened by the diversity of the people behind them. As such, we’re committed to cultivating an inclusive workplace where different perspectives, backgrounds, and experiences are welcomed and valued.