Customer Success Manager @ Streem

Hatch; Sydney; On-site; AUD 100,000 - 135,000; Full time

Benefits offered by this job

On-the-job training

Opportunities for growth in a fast-paced environment

Job summary

A dynamic media monitoring firm is seeking a Customer Success Manager to enhance client experiences and manage accounts effectively. Responsibilities include onboarding clients, building relationships, and providing education on the platform. Ideal candidates will possess customer service experience and strong communication skills. This is a full-time position located in Sydney, New South Wales.

Qualifications

• 1-2 years’ experience in Customer Success or Account Management.
• Unshakable customer-facing skills and ability to resolve challenges.
• Strong ability to manage conflicting priorities in a fast-paced environment.

Responsibilities

• Set newly onboarded clients up for success on the Streem platform.
• Build and maintain strong client relationships.
• Educate users through virtual and face-to-face sessions.

Skills

Customer service experience

Communication skills

Attention to detail

Ability to adapt

Education

Bachelor's or Master's in a relevant field

Tools

Excel

CRM tools

Job description

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This is an Account Manager, Customer Success role with Streem based in Surry Hills, New South Wales, Australia

-- Streem --

Streem delivers comprehensive and real time media monitoring, insights and reporting across Print, Online, TV, Radio, Podcast, and Social media as-it-happens.

Building a user-friendly platform, enabled by technology and empowered by our people, is at the centre of Streem’s success. Since our market launch in 2017, we have grown to service 800+ Corporate and Government media teams across the world, helping them to track, analyse and respond to news events in real time.

Role Seniority - Junior - A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.

More About The Account Manager, Customer Success Role At Streem

Your role as an Account Manager

Our Account Management team is integral in creating stellar customer experiences for our valued clients. As an Account Manager in the Customer Success team, you’ll be responsible for collaborating with others to collectively service clients, originating from diverse industries, experiences and backgrounds.

As a member of one of Streem’s critical customer-facing teams, you will grow to become your clients’ go-to expert for all things media monitoring and insights. It will be your role to deliver top-tier customer service, maximise our users’ effective use of the Streem platform, and curate a client experience that is nothing short of exceptional.

Now that we’ve covered your role at Streem, let’s dive into what you will do on a day-to-day basis as an Account Manager in our Customer Success team.

• Set newly onboarded clients up for success by establishing, customising and managing their Streem account, including the creation of keyword and Boolean searches;
• Build, maintain and grow strong client relationships by advocating for their experience, with internal and external stakeholders;
• Educate users of Streem’s platform through virtual and face-to-face sessions;
• Collect customer feedback and collaborate internally to implement improvements;
• Collaboratively ideate sustainable solutions and opportunities to client challenges;
• Keep your finger on the pulse of the Australian media, and identify key events that may present opportunities to fortify client relationships;
• Produce a range of reports, transcripts, summaries, and more, for client use.

You can rest assured knowing that you will be provided with on-the-job training to build the skills necessary to complete these tasks with excellence.

Your skills and experience

If you have previous experience with customer service in a corporate environment and you are passionate about creating unforgettably positive client experiences, this is the role for you.

• 1-2 years’ experience in a Customer Success, Corporate Customer Support or Account Management position;
• Unshakable customer-facing skills, with an ability to take initiative, adapt to changing situations and resolve challenges in a composed manner;
• Ability to proactively manage conflicting priorities and deadlines in a fast-paced environment, whilst maintaining a sharp attention to detail;
• Excellent verbal and written communication with an ability to express technical information to diverse non-technical audiences;
• Strong ability and desire to collaborate with teammates, learn new skills and contribute to a supportive team culture;
• An interest in and understanding of the Australian Media Landscape.

A few other skills and qualifications that are advantageous, but not required, include:

• A completed Bachelors’ or Master’s degree in Communications, Media, Public Relations, Journalism, or another relevant field;
• Previous experience working within the media or news industries;
• Prior experience working with media monitoring, intelligence or social listening tools;
• Confidence working with Excel, Project Management Tools, CRM tools or Boolean.

???? Please consider applying even if you don't meet 100% of what’s outlined ????

Key Responsibilities

• Setting up clients for success
• Client Communication and Relationship Building
• ️ Customer Education and Onboarding

Key Strengths

Why Streem is partnering with Hatch on this role: Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with Streem not with Hatch.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Industries

  Technology, Information and Media

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