Customer Success Director- Sydney
Lucid, Australia
Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Jul 3, 2022
Last Date
Aug 3, 2022
Location(s)
Job Description
Lucid (a Cint Group company) is a research technology platform that provides programmatic access to first-party data. With respondents in more than 100 countries, Lucid enables anyone, in any industry, to survey online audiences and get the answers they need. These answers reveal the sentiments, motivations, and behaviors of target demographics data that can be used to build business strategies, measure the impact of digital advertising, publish research, and more. Founded in 2010, Lucid is headquartered in New Orleans, LA with offices throughout the US, Europe, and Asia.
Cint is a global software leader in digital insights gathering. The Cint platform automates the insights gathering process so that companies can gain access to insights faster with unparalleled scale. Cint has the world’s largest consumer network for digital survey-based research, made up of over149million engaged respondents across more than 130 countries.Over 2,600insights-driven companies - including SurveyMonkey, Zappi, Kantar and GfK - use Cint to accelerate how they gather consumer insights and supercharge business growth. Cint Group AB (publ), listed on Nasdaq Stockholm, has a rapidly growing team across 14 global offices, including Stockholm, London, New York, Singapore, Tokyo and Sydney.www.cint.com
The ANZ team is looking for a Customer Success Director located in Sydney to lead a team of customer success executives and customer success representatives. The Customer Success team works closely with customers to understand their business goals, delivering projects, and coordinating with internal departments (Sales, Operations, Development, Product, Marketing, Finance, etc.). to ensure that we are providing superb technology, tools, products, and services so our customers can achieve their goals.In this role, you will lead your team in their daily operation and client management tasks, and together drive revenue growth from the existing client base.You will report to the Head of Customer Success ANZ and will be supported by an operation amp; delivery team in ANZ. This role can be either based in Sydney or Melbourne.Responsibilities
Cint is a global software leader in digital insights gathering. The Cint platform automates the insights gathering process so that companies can gain access to insights faster with unparalleled scale. Cint has the world’s largest consumer network for digital survey-based research, made up of over149million engaged respondents across more than 130 countries.Over 2,600insights-driven companies - including SurveyMonkey, Zappi, Kantar and GfK - use Cint to accelerate how they gather consumer insights and supercharge business growth. Cint Group AB (publ), listed on Nasdaq Stockholm, has a rapidly growing team across 14 global offices, including Stockholm, London, New York, Singapore, Tokyo and Sydney.www.cint.com
The ANZ team is looking for a Customer Success Director located in Sydney to lead a team of customer success executives and customer success representatives. The Customer Success team works closely with customers to understand their business goals, delivering projects, and coordinating with internal departments (Sales, Operations, Development, Product, Marketing, Finance, etc.). to ensure that we are providing superb technology, tools, products, and services so our customers can achieve their goals.In this role, you will lead your team in their daily operation and client management tasks, and together drive revenue growth from the existing client base.You will report to the Head of Customer Success ANZ and will be supported by an operation amp; delivery team in ANZ. This role can be either based in Sydney or Melbourne.Responsibilities
- 1. Manage a Customer Success Team in line with Cint’s strategy
- Retain and grow existing accounts at a strategic, operational, and transactional level
- Be a trusted advisor to the customer and build long lasting relationships maintaining positive customer experience at all levels of the organization
- Proactively drive platform adoption across the customers’ business
- Recruit, on board, coach and measure your CS team
- Ensure your team are successful with their KPI’s
- Work with Sales to support the acquisition of new customers and drive proactive growth from existing accounts
- Work with peers in other regions to share best practices, learnings, and devise new initiatives and improvements
- 2. Hit and exceed regional sales targets
- Ensure monthly targets are achieved with existing accounts.
- Ensure all team members are accountable to targets, consistently perform against all KPI and maximise team productivity
- Proactively seek opportunities to up-sell
- Ensure Xpand (Cint’s sales excellence programme) methodologies are followed and plans maintained up to date for all appropriate accounts.
- 3. Own all account relationships allocated to Customer Success
- Take account management responsibility across all accounts allocated to Customer Success
- Ensure your team are proactive in unlocking revenue growth
- Turn project sales (sample) opportunities into partnership agreement and/or DIY users and platform sales
- Working with your manager to drive proactive strategic growth from existing accounts
- Accurately forecast trading, pipeline, CRM, revenue gap mitigation amp; actions, regular account governance representing client amp; customer success needs
- 4. Deliver a World Class Service
- Ensure your team’s alignment with the APAC and Global customer success strategies
- Be highly responsive to customer needs, leading the industry for speed and quality of response
- Be the face of Cint Customer Success and an expert in Cint products
- Devise proactive customer success methodologies that are scalable
- Recognise, predict, and accelerate customer maturity life cycles
- Implement Customer Success charters with a structured and proactive approach to driving growth
- Implement light-touch methodologies to manage tail customers efficiently and with maximum automation.
- 5+ years of relevant experience
- Previous experience successfully leading a team and/or managing people
- Ability to understand how to deliver research, quote, sell from either Data insight, digital media, ad-tech or technology solutions is necessary.
- Proven
Job Specification
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