Customer Success Manager (FMCG & Retail)

Work Location Requirements

This position is hybrid requiring two days (Mondays and Thursdays) on-site in our Sydney office.

About the Role

We are seeking an enthusiastic and driven Customer Success Manager to join our dynamic Go-To-Market team at Wiser Solutions! In this exciting role youll play a key part in driving success across the APAC region by empowering clients with data-driven recommendations to optimize their strategies. Youll help clients enhance their sales performance stay ahead of competitors and uncover new sales opportunities. Additionally youll support businesses in tracking analyzing and measuring the impact of their promotional efforts while providing valuable insights. If youre passionate about helping clients succeed and eager to make a lasting impact wed love to hear from you!

Essential Functions

Your main responsibilities will include:

• Scoping communicating and project managing customer deliverables.
• Serving as the primary contact for on-boarding training and day-to-day needs for your customer group (separate support and engagement management teams exist as well for additional customer coverage).
• Be an advocate for all assigned customers by understanding their business and leveraging Wisers solutions to help them grow.  
• Capturing documenting quantifying and communicating customer feedback and risk to the Sales Marketing Product Operations and Leadership teams 
• Assisting in the creation of communal resources and innovating efficient processes to surprise and delight our customers while aiding internal teams. 
• Analyzing customer behavior inside & outside of our solutions in order to take action to improve customer engagement & retention. 
• Leading frequent customer meetings & quarterly business reviews bolstered by proactively sourced data driven analysis. 
• Working with customers and internal sales teams to grow (upsell and cross-sell) accounts negotiating customer contracts and renewals and collaborating with management to create corresponding amendments & statements of work. 
• Proactively reaching out to customers to identify risk and assess gaps in value realization to therefore take mitigating action with the support of appropriate internal teams. 

Qualifications :

• Must have long-term and full-time working rights in Australia.
• 2-4 years customer success manager or similar experience.
• 2-4 years of professional experience in a role that blends customer focus and analytics.
• Technical aptitude and intermediate or higher experience with Microsoft Excel PowerPoint and Salesforce CRM.
• Retail industry knowledge preferred.

Who you are

• Strong analytical mindset and ability to think outside the box.
• Strong customer orientation and sense of empathy (prior customer service positions are a plus).
• Ability to communicate clearly and effectively (cross-team or customer communication experience is a plus).
• Business acumen and strategic thinking.
• Strong follow-through organizational abilities and time management skills.
• High degree of attention to detail and self-accountability.
• Demonstrated ability to manage multiple large responsibilities simultaneously.
• Can-do positive and team-oriented attitude.
• Caring deeply about people team and culture.

Additional Information :

Other Duties - Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

EEO STATEMENT - Wiser Solutions Inc. is an Equal Opportunity Employer and prohibits Discrimination Harassment and Retaliation of any kind. Wiser Solutions Inc. is committed to the principle of equal employment opportunity for all employees and applicants providing a work environment free of discrimination harassment and retaliation. All employment decisions at Wiser Solutions Inc. are based on business needs job requirements and individual qualifications without regard to race color religion sex national origin family or parental status disability genetics age sexual orientation veteran status or any other status protected by the state federal or local law. Wiser Solutions Inc. will not tolerate discrimination harassment or retaliation based on any of these characteristics.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

#LI-Remote

Remote Work :

Yes

Employment Type :

Full-time