Customer Success Manager Customer Success Manager …

in Melbourne, Victoria, Australia
Permanent, Full time
Last application, 18 Feb 20
in Melbourne, Victoria, Australia
Permanent, Full time
Last application, 18 Feb 20
Customer Success Manager
This is an exciting and fast-paced client facing opportunity within our growing Data Quality & Targeting business. Experian places clients and consumers at the heart of everything we do. We help them to make the most of their data and realise their ambitions by enabling quicker, smarter decisions using our analytics and software.

What you'll need to bring to the party
  • Authenticity, to build genuine and productive relationships with our clients by working strategically in partnership to discover their business needs and challenges
  • Confidence and strong interpersonal skills to facilitate training, events and workshops to ensure clients understand how data can solve those challenges and have regular correspondence with the business stakeholders to ensure that value is being driven
  • You'll demonstrate 5 key attributes: Executive presence, intellect, drive, a client centric mentality and a strong cultural fit to Experian

What you'll be doing

  • Maintain a high level of customer satisfaction and retention. Targeted on 85% of existing licence renewals
  • Liaise with Product and Analytics on upcoming Customer Success Events , min 1 per quarter
  • Renewals reporting, including performance and tracking against account plans
  • Customer quarterly business reviews to identify additional use cases & further embed license
  • Intelligently partner internally and externally with key clients and stakeholders
  • Become a Trusted Advisor for your Clients
  • Manage own performance and take responsibility for self-development in line with personal and Company objectives
  • Champion Experian values
  • Report on revenue and ROI from events for continued budget from SLT and Marketing team
  • Organise client workshops & webinars where required
  • NPS Support

More about you
  • This role would suit someone with 3-5 years of Account Management or Customer Success experience and University qualified

  • You'll need to be a self-starter with a keen interest in data and its applications
  • Experience working in an agency, client or mar tech organisation on marketing campaigns and strategy
  • Proficiency in using a CRM platform (such as Salesforce) and Microsoft Office (PowerPoint and Excel)
  • Growth mindset, curious and eager to learn in a fast-paced environment
  • Proven record of over-achievement and exceeding expectations
  • Subject Matter Expertise must have: Marketing strategy, Customer insights and/or analytics, Account management
  • Subject Matter Expertise Nice to have: Marketing Technology, Digital media buying landscape, Segmentation

Why this role is critical to us

  • Our Customer Success team plays an integral part in maintaining and growing our most strategic clients across ANZ
  • You'll ensure our clients adopt our data and solutions widely within their business and are continually driving additional value, so this role plays a pinnacle part in our overall business performance

Why Experian

  • We're a high-performance and driven team but we don't forget to celebrate success
  • We offer strong career and international opportunities for high performers
  • Audience Targeting is one of the most successful teams in Experian globally
  • We invest heavily in our products and our people
  • We offer mentoring, training and support from experienced managers, and dedicated learning & development time