Who is Bigtincan?
Bigtincan is an AI-powered Sales Enablement Automation Platform that adapts to a customer’s sales process, delivering the right content for selling, training, and coaching at scale across all devices.
Since the company’s inception in Australia in 2011, Bigtincan has expanded globally to include the US, the UK, Denmark and many others. The company is growing its APAC sales team situated in the heart of Sydney CBD, and is seeking an experienced Customer Success Account Manager to join the team.
More about the role
The Customer Success Account Manager combines several domains ranging from customer success, account management, and ensuring support tickets are followed up. The role requires that you be at ease with technical conversations while also confident in your ability to deliver an outstanding customer experience. The overall purpose of the role is to ensure customer success and high renewal rates.
Primary Responsibilities
- Manage a large portfolio of existing customers and their onboarding, post deployment and renewal processes
- Engage with key customer stakeholders to understand business and technical goals
- Help drive early adoption, setting KPIs and success metrics for ROI
- Deliver engaging enablement training and workshops and when needed design training materials to support customers
- Collaborate with internal contacts such as Sales, Presales, Support, Professional Services, and Engineering
- Owns and drives customer issues resolution through own subject matter expertise and partnerships with Support Delivery, Professional Services, Product Management, and Engineering
- Engage with Product Management to influence product direction according to the needs of your customers
- Partner with Professional Services to validate solution designs
- Maintain the renewal process and the required administration.
- In the first few weeks, support pre-sales in building demo environments or filling out RFPs to gain product knowledge
- Manage a volume of administrative tasks to assist the sales process
- Develop and own effective project plans using task management tools
- Prepared for off business hours work when necessary
Preferred Qualifications
- Microsoft Office Suite / Google Suite, Salesforce
- Familiarity with JIRA / Confluence, MS Teams/Asana or other related solutions
- General familiarity or desire to become an expert in sales enablement
What you'll need
- 2-3 years+ managing customer relationships
- Confident with commercial conversations dealing with a high volume of renewals
- Experience with onboarding and delivering ongoing training where required
- Be comfortable with change, particularly supporting an evolving product suite
- Has an understanding of the content management technologies
- Excellence in time management, task prioritization, and evaluation of situational urgency
- Well-organized, self-motivated and able to work independently with minimal direction
- Travel as business requirements dictate at management discretion
- Strong problem solving skills and ability to manage conflicting priorities
- Excited to work and contribute within a small, growing local team
- Keen to learn, improve and stretch your own knowledge, skills and behaviours
- Possesses amazing work ethic
What is it like being part of the Bigtincan team?
As part of the Bigtincan family you will be trusted and supported to achieve your career aspirations as we enable you to grow into your very best self. You will work amongst a motivated group of people in collaboration with each other, who work together to find a way to deliver better opportunities and results for our customers. We believe in true flexibility, we care about our team mates and hold ourselves accountable to maintaining an ambitious, warm and diverse culture.
Bigtincan is an equal opportunity employer and we value diversity in all forms. We do not discriminate based on race, religion, colour, national origin, gender identity and expression, sexual orientation, age, marital status, veteran status, or disability status.