Hybrid Customer Success Account Manager – Sales Focused

at Transvirtual

• Job title: Customer Success Account Manager – Sales Focused
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, North Sydney, Australia

About the role

• Customer Success Account Manager focused on nurturing client relationships and driving product adoption. Engaging with clients to ensure satisfaction and upselling services, while collaborating with sales and technical teams.

Responsibilities

• Develop a deep understanding of our product and its features, and work closely with customers to help them get the most out of our solution
• Build and maintain strong relationships with our customers, acting as their primary point of contact for any questions, concerns, or issues that may arise
• Act as the key point of technical and support escalation
• Proactively identify opportunities to upsell and cross-sell our services, and work with the Sales team to close new business
• Monitor customer health and engagement metrics, and develop and execute strategies to improve retention and reduce churn
• Drive adoption and usage of our product by providing guidance, training, and best practices to our customers
• Build relationships with cross-functional teams (Operations, Engineering, Sales, Product, Marketing) to deliver the best experience for our clients and raise the company's NPS
• Represent the voice of the customer to internal teams, and provide feedback and insights to help drive product and service improvements

Requirements

• Bachelor's degree in business, marketing, or related field
• 3+ years of experience in a customer success or professional, client-focused account servicing role, preferably within a SaaS business
• Outstanding execution and product demonstration abilities
• Strong communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders
• Excellent problem-solving skills, with the ability to identify and resolve complex issues
• Demonstrated ability to manage multiple projects and customers simultaneously
• Familiarity with customer success metrics, and the ability to analyze and interpret data to drive action
• Experience with CRM and customer engagement software (e.g. HubSpot, Intercom)
• Previous experience working with timesheet, payroll, or accounting software a bonus
• Ability to work independently and remotely, with a strong work ethic and time management skills
• Familiarity with our industry is a plus