About Us AppHub's mission is to continue creating software to advance the future of commerce. We're achieving this by delivering and building upon a comprehensive ecosystem-leading app suite that provides unparalleled customer support and helps e-commerce businesses reach new heights. Our comprehensive product lineup encompasses 25 individual solutions that cater to various aspects an e-commerce retailer will need, such as reviews, conversion, marketing, and shipping. All of these solutions are compatible with both Shopify and non-Shopify platforms. Our integrated and bundled solutions deliver a smoother experience for retailers at any stage of their journey. Joining the AppHub global team is an incredibly exciting opportunity right now. We are on an exceptional trajectory of growth and investment, fueled by our unwavering commitment to providing the highest-quality products in the e-commerce marketplace. What's the opportunity? We're searching for a dynamic individual with two years of professional experience in Customer Success or Account Management. In this role, you will work with cutting-edge technology and collaborate with top-notch professionals to deliver exceptional service to our customers. Based in our Sydney, CBD office (Mon-Thurs, Friday remote), you will be responsible for building and maintaining strong relationships with our customers, ensuring their success and satisfaction with our platform. You'll be part of a Global Customer Success team that works together to give our customers the best experience! Your role as a Customer Success Manager will be focused on a portfolio of our high-value customers. With your experience, you will be pivotal in driving success by guiding the Customer Success Executives around you and leading new initiatives. What you'll do: Account Management: Build and maintain strong, long-lasting relationships with customers. Act as a trusted advisor, from onboarding to renewal, understanding their business needs and providing strategic recommendations through proactive Value Reviews and executing Success Plans.Portfolio Management: Drive key performance indicators for your managed portfolio of customers, including expansion, retention, customer satisfaction and health score. Analyse customer data and feedback to identify key trends and areas for improvement.Product Expertise: Develop a deep understanding of features and capabilities. Provide product guidance and support to customers, helping them unlock the full potential of our platform.Customer Onboarding: Accelerate new customers through the onboarding process, ensuring a smooth and positive experience as they integrate.Customer Advocacy: Identify opportunities for customers to act as advocates, collaborate with marketing to create case studies and participate in other promotional activities.Issue Resolution: Proactively address customer concerns and troubleshoot issues. Work closely with internal teams to ensure timely and effective resolution.Feedback Collection: Gather customer feedback on our platform and communicate insights to the product team to drive continuous improvement.Referrals: With a deep understanding of our tech and agency partners, we proactively inspire our customers to improve their business by working with our partners. Internally, you will work closely with our Partnership team to identify success stories and develop new go-to-market strategies and events.Team Impact: Using your experience, guide your Customer Success Executives colleagues in all things Customer Success. Identify and execute projects to improve global customer success strategy and operations.What you'll need: Proven experience in customer success or account management, improving customer satisfaction, retention, and sales results.Strong analytical skills with the ability to interpret complex data and customer feedback to drive actionable insights.Excellent communication and interpersonal skills with the ability to build strong relationships with customers and internal stakeholders.Exceptional time management skills with the ability to manage a large portfolio of customers.Industry expertise in the e-commerce landscape and the ability to work with partnerships, marketing, product, and support teams.Familiarity with CRM software and customer success management tools.A passion for delivering exceptional customer experiences and a deep understanding of customer needs and pain points.Strong problem-solving skills and the ability to thrive in a fast-paced, dynamic work environment.Why Choose AppHub?Culture: You will be part of a culture of innovation, empowerment, collaboration and fun!People: Our global team comprises individuals with an entrepreneurial spirit and enthusiasm for their work.Industry: You'll be part of the e-commerce SaaS industry, which is set to experience rapid growth and expansion in the next five years.Compensation: You will be provided with a competitive compensation package.
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