Customer Success Manager | APAC | Remote
InMoment
Auckland,
6d ago

ABOUT INMOMENT

If you are looking for an exciting opportunity to join an award winning team, leading the charge in the Customer Experience (CX) universe, we want to hear from you! In this role, you can have an immediate impact in a high-growth environment.

With the projects and initiatives ahead, the role demands a smart, hardworking, and passionate individual to hop on board.

Despite a pandemic, InMoment has not only thrived throughout but we have experienced phenomenal growth during this time.

This is a unique opportunity to join the expanding APAC team as we continue to take it to the next level!

YOUR OPPORTUNITY

The Customer Success Manager is the face of the company to our customers, which represent many of the world’s best brands.

The role is responsible for proactively driving all customer post-sale activities to ensure customers receive maximum value from their investment.

The CSM gains, records, and leverages account intelligence to drive best practices throughout the customer lifecycle, ultimately improving customer satisfaction and achieving world-class growth and retention of their assigned book of business.

Our Customer Success Managers strategize with their clients to become a part of their company’s ambitions and goals. The CSM also collaborates with its team in defining organizational goals and strategic plans to ensure both customer longevity and systematic business growth.

Successful CSM’s will be great at executive engagement with clients, and being part of a team that drives retention and growth by delivering a world-class customer experience for InMoment’s clients.

This is a remote opportunity with the ability to collaborate with team members in New Zealand and the border APAC region.

As we stand side by side with our clients, there will be an expectation to travel to our clients Head Office on a semi-regular basis when it is safe to do so.

DAY TO DAY

  • Be the Voice of the Customer, lead regular customer meetings across a variety of different teams to drive the continued success of our customer’s CX programmes and initiatives and proactively providing recommendations to help customers achieve their CX goals.
  • Act as an internal advocate between customers and business functions (e.g. implementation, application specialists, SMEs, professional services, finance, training) to ensure the appropriate resources are engaged to address specific obstacles
  • impeding a customer’s adoption and value realisation, throughout the customer lifecycle.
  • Understand a customer’s business priorities, overall market landscape, and organization, to drive desired business outcomes utilizing the appropriate company resources.
  • Oversee the development, administration, and analysis of Experience Improvement programs, ensuring ongoing value to our clients in helping them execute against their business strategies.
  • Develop executive-level relationships to map and link every part of the programme to an effective action; closed loop, upsell, cross-sell, rescue to deliver ROI.
  • Support investigations into customer challenges and requests by working with relevant internal teams to provide high-level insight, technical and reporting support where required.
  • Drive renewal readiness efforts related to account prioritisation activities and alignment of necessary organisational resources to support renewal motion requirements.
  • Maintain and share working knowledge of competitive product lines to leverage InMoment’s strengths in driving value.
  • Be Invested in making a positive impact : on your personal development, on your team, on your customers, and on the company.
  • HIGHLY WELCOMED SKILLS

  • You live and breathe customer service and demonstrate a customer-first attitude at all times
  • Communicates, if not over-communicates, effectively and effortlessly with internal and external stakeholders
  • Exhibits a high level of personal accountability, strong work ethic, integrity, and proven organizational skills with attention to detail
  • Loves working in a super collaborative, high-tech, fast-paced environment and doesn’t mind getting their hands dirty - that is, nothing is beneath you if it helps engage new customers and helps InMoment’s growth trajectory
  • Collaborative facilitator who develops relationships and loyalty with his / her colleagues at all levels of the company
  • Exceptional interpersonal and decision-making skills
  • Quickly develop company-specific expertise and remain abreast of market changes, customer trends, and competitors’ best practices
  • Technology driven with savvy technical skills
  • Proficient with Google Suite (Gmail, sheets, slides, forms etc)
  • IDEAL EXPERIENCE

  • 5+ years’ experience in Customer Success, Account Management, Sales, Consulting, and / or Professional Services with enterprise clients
  • Bachelor’s Degree (or equivalent) or higher preferred
  • Background in Customer Experience, Software, Technology preferred
  • Proven management and achievement of retention and growth goals
  • Experience developing executive-level customer relationships to drive value, influence client thinking and decisions at a senior-level
  • Proficiency to manage projects and perform as a team player and leader
  • Aptitude to resolve complex and diverse issues, and meet deadlines
  • Ability to see patterns in data, and to tell stories with the findings
  • BENEFITS OF JOINING OUR TEAM

  • Flexible work enviornment
  • Fun, innovative, collaborative, supportive working environment
  • Employee wellbeing initiatives and offerings such as our Employee Assistance Programme including counseling sessions and much more
  • Regular performance reviews and bonus incentives
  • Continuous learning and development opportunities
  • Inclusion and Diversity teams - Women of InMoment and InMovement
  • Virtual and face to face team events
  • A competitive salary
  • Private Medical insurance allowance
  • Employee recognition platform points can be used with retailers such as Amazon, and use points for hotels, tickets, gift cards, and charitable donations.
  • Employee recruitment referral scheme
  • Participate in our Corporate Social Responsibility and Charity Initiatives
  • Support from the leadership team to deliver the best solution and service possible
  • At InMoment, inclusion and diversity is at the core of who we are. InMoment prides itself on an inclusive culture that promotes, encourages and supports the diverse voices of our employees and clients.

    We strive to create workplaces that reflect the communities we serve and believe that different perspectives, interests and backgrounds foster a stronger and more creative work environment.

    We thank all those who apply, however, only candidates selected for an interview will be contacted.

    Please no phone calls and no agencies / recruiters - this is a direct hire

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