Senior Technical Customer Success ManagerWe are seeking a passionate, energetic, experienced, and highly organised Senior Technical Customer Success Manager to join our vibrant and hard-working Salsify ANZ team.You will be a flexible person who enjoys working in a fast-paced and growing environment.
You will be driven by achieving the best outcomes for your clients and the business, and maintaining our exceptional record of client retention.In this role, you'll work directly with our customers and prospects to meet each of their unique and growing commerce business demands.You will act as a bridge between our Customer Success teams and our customers, providing expert technical guidance, configuration, and advice about the PXM platform to maximise the value our customers derive from our products and services.Based on the Northern Beaches of Sydney, with a hybrid working arrangement (3 days WFO/2 days WFH), this role, reporting to the ANZ Director of Customer Success & Sales, will be crucial to help the business achieve its ambitious growth plans in the ANZ region in 2025 and beyond.How You'll Make an Impact:Support the wider Sales team with activities required to secure the technical win - including participating in discovery sessions, leading product demonstrations and architecture reviews, and developing deal strategy.Identify and present solutions that address functional and technical requirements to organizations of all industries and sizes, build and present compelling presentations.Maintain technical knowledge of Salsify's product offerings and customer success stories in order to tie functionality back to desired business outcomes.Build great relationships and trust with prospects and customers by providing industry thought leadership and expertise.Work collaboratively with the Sales Engineering team and cross-functional teams.Become our customers' strategic partner, who guides, inspires, and coaches.
Schedule and maintain regular account meetings.Develop long-term program plans that ensure our customers are articulating their strategic objectives, putting in place KPI's, and monitoring progress.Build strong relationships with key stakeholders within customer organisations, sometimes including executives and end-users, to understand their needs and align our solutions accordingly to deliver results.Work collaboratively with global Customer Success teams to ensure that customers' global objectives are implemented and supported at the local level.Develop a deep understanding of customers' and prospects' existing business models and processes to ensure new business wins, successful user adoption, and overall long-term success with our products.Deliver results in helping achieve company Gross and Net Retention objectives, and new business targets.Grow, maintain, and demonstrate a core working knowledge of an ever-evolving software solution while working collaboratively with colleagues to build shared knowledge.Drive a consistently positive experience with internal and external stakeholders by guiding and bringing others along.You'll Enjoy This Role If You Have:Experience navigating the complexities large enterprise clients face when launching a new platform.Passion for making customers successful and excited to work in a customer-centric environment.Experience problem-solving and can take different approaches to all sorts of challenges, whether they be technical, organizational, internal, customer, or personal.Curiosity and willingness to learn with the ability to grasp and make effective use of knowledge quickly.Ability to thoughtfully communicate new concepts to diverse audiences and adapt to changing circumstances.Confidence driving solutions to challenging customer or internal situations autonomously and understanding when to raise risk and inform relevant stakeholders.Proficiency in integrating data source systems such as PIMs or ERPs with eCommerce platforms is a bonus.
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