Strategic Customer Success Manager
Marketplacer, Australia
Job Description
About Us
Marketplacer is a global Software as a Service (SaaS) company headquartered in Melbourne, Australia. Our leading marketplace solution takes business beyond physical stores and inventory holdings - making it easy to sell what you don’t own. Marketplacer is responsible for the business transformations of Albertsons, Nokia, Myer amp; Woolworths to name a few.
We want to build a company where people feel empowered to do their best work, wherever they are. Our team is spread across Australia, New Zealand and the US - with additional global locations due to open soon. We empower our people to work flexibly and in remote settings but we love to socialise and get together in person on a regular basis as well.
What’s the role?
The Strategic Customer Success Manager will be dedicated to Marketplacer’s largest clients. You will gain an understanding of the client’s challenges, needs, and goals, analysing data, and recommending solutions that will help the business grow. In short, you will apply a metrics-driven approach to evaluate where the client is and where they want to go.
In this role, you should have a comprehensive understanding of the digital/ecommerce landscape, strong client-relationships skills, and the ability to recommend growth strategies that will impact the bottom line. Ultimately, your goal is to grow existing accounts by fostering a dynamic, long-term partnership with our clients. Day-to-day activities include communicating directly with client stakeholders, participating in internal product meetings, tracking key performance metrics, leading brainstorming sessions, and developing strategic roadmaps.
Job specifics:
- Own the client relationship after handoff from the Business Development team
- Analyse client data and understand industry benchmarks, business trends and opportunities to recommend the most effective growth strategies
- Develop a metrics tracking plan, ideate around future growth opportunities, and pitch key features and tests to the client
- Internally, act as an ambassador of the client’s business goals and expectations throughout the project process
- Grow the Marketplacer footprint within the client’s business, including communicating with and pitching to executive-level leadership
- Understand and improve key account indicators, including client satisfaction, revenue goals, targets, profitability, and strategic objectives
- Collaborate with cross-disciplinary teams to assemble client-facing presentation materials
- Create additional value by expanding engagement scope and identifying new opportunities for our clients
In your toolkit:
- Proven experience in a senior customer success position (SaaS/eCommerce experience preferred)
- Deep understanding of business models, customer journeys, and growth loops
- Experience building trust and partnerships with interdisciplinary teams and external clients and their stakeholders
- Experience identifying, solving, and articulating complex business and product goals for external client relationships
- Experience building business relationships with key stakeholders and growing account revenue
- Understanding of growth frameworks and how to grow various types of businesses.
You’ll fit right in if you’re someone with;
- Ability to work on multiple concurrent projects, comfortable with ambiguity, resilience to switch gears quickly in a fast-paced environment
- Ability to integrate ideas from many different areas into a common vision
- Self-motivated and entrepreneurial
- A knack for making the complex simple, synthesising multiple ideas into one clear bold statement or recommendation, and converting insight into opportunity
- Superior visual, written, and spoken communication skills to express concepts in
What are the benefits?
- A culture of smart, fun and values driven people, where everybody’s voice matters
- Flexibility and freedom to make a big impact on Marketplacer in your role
- Access to our learning platform with over 90,000 courses amp; videos to choose from
- A culture of integrity focused on a mission
- An environment where curiosity and collaboration is cherished
- Constant celebration of winning
- 2 extra days of leave per year to dedicate towards volunteering or helping your chosen charity
- Regular team building events, strategy days and company wide events - both in person and online
At Marketplacer, we know the value of working with people with different skills, backgrounds, and experiences, and we believe in promoting a diverse and inclusive team that is great to work with for all sorts of people. So, we strongly encourage anyone from underrepresented groups in tech to apply for this position.