The TMG Customer Success Management Team is Growing Company Overview:
The Microbiome Group (TMG) leads the way in microbiomics R&D and commercial production of Synbiotics. TMG is committed to scientific excellence and innovation, commercialising its globally awarded breakthrough scientific discoveries in four focussed divisions.
The Position:
Reporting to our Head of Customer Success, you will play a critical role in supporting your customers throughout their journey with the TMG group of companies.
Our Customer Success Managers (CSMs) support our customers as they transition from sales prospects to active users of our products.
From onboarding to advocacy and retention, you will ensure that your portfolio of customers receive outstanding service and fully realize the value of our synbiotic ingredients in their products.
Your goal will be to build and maintain strong, long-lasting customer relationships, driving customer satisfaction and growth.
Our mission is to harness the power of Synbiotic biotechnology to create solutions deliver tangible health benefits to our customers and the community at large.
Our customer-oriented Customer Success Managers (CSMs) are the bridge between our innovative synbiotic products and our valued customers, ensuring an outstanding customer experience from acquisition through the entire customer lifecycle.
As a member of our CSM Team, you will be pivotal in advocating for the company, fostering strong customer relationships, and driving customer loyalty and growth.
Key Responsibilities: Company Advocacy: Serve as a passionate advocate for TMG, effectively communicating our value proposition to customers. Act as a personal cheerleader for our business, enhancing our positive reputation and encouraging customer referrals.
Customer Acquisition and Onboarding: Lead customer onboarding initiatives to educate new users on our products, focusing on features relevant to their projects. Ensure a smooth, informative onboarding process that accelerates customer success and goal achievement.
Customer Progress and Follow-up: Monitor customer progress with product development and product usage. Proactively follow up with customers to renew their contracts, thereby reducing churn and enhancing retention rates.
Upsells, Cross-sells, and New Product Development: Identify opportunities for upselling and cross-selling, introducing customers to premium products and innovative ingredients across all TMG business units that align with their goals. Build trust and rapport to effectively advise customers on beneficial innovations.
Bridge Between Customers and Operations Team: Facilitate relationships between customers and the customer support team for technical issues, minor product concerns, and general inquiries. Ensure customers have seamless access to the support they need for short-term issues.
Voice of the Customer: Act as the primary advocate for customer needs within TMG. Collect and analyse customer feedback through surveys, reviews, and referrals. Share insights with relevant functions to ensure product development and company decisions are aligned with customer preferences.
Qualifications and Experience:
Proven success record in Customer Service and/or Sales
Proven success in the human wellness industry experience ( supplement, nutraceutical, holistic health, food and beverage)
Skills and Competencies:
Must be competent in Microsoft 365 (Excel, Power Point, Word)
Must be committed to attention to detail and commit to the delivery of excellence in all outcomes
Must be a clear and effective communicaton
Knowledge and Attributes:
An appreciation of the value of wellness in lifestyle and of managing our health and our animals' health.
A commitment to delivering excellence in service to all our stakeholders
The ability to create and maintain sustainable relationships with our internal and external customersInvitation to Apply:
TMG welcomes candidates who are ready to be part of our vision of shaping the worlds next generation of functional foods and supplements.