This is a Customer Success Manager role with Perceptiv Media based in Kingsgrove, Australia

At Perceptiv Media we believe in transcending the ordinary. Our dedicated team is driven by the pursuit of excellence, pushing the boundaries of possibility to provide you with a remarkable experience. We invite you to explore our innovative solutions and discover a new dimension of marketing

-- Perceptiv Media --

Role Seniority - Entry level - A role for someone with underlying potential, good motivation and ability to learn. Typically no direct experience is required.

More about the Customer Success Manager role at Perceptiv Media

As a Customer Success Manager at Perceptiv Media, you will play a pivotal role in ensuring our clients achieve their desired outcomes through our digital marketing services.

You will be responsible for managing client relationships, understanding their business goals, and ensuring their satisfaction and retention.

Your role will involve collaborating with various teams to deliver exceptional service and drive continuous improvement.

Client Relationship Management

• Build and maintain strong, long-lasting relationships with clients.
• Serve as the primary point of contact for clients, addressing their queries and concerns promptly.
• Conduct regular check-ins with clients to assess their satisfaction and identify areas for improvement.

Onboarding And Training

• Oversee the onboarding process for new clients, ensuring a smooth and positive start.
• Provide training and resources to clients to help them maximize the value of our services.

Performance Monitoring And Reporting

• Monitor and analyze key performance indicators (KPIs) for each client account.
• Prepare and present performance reports, highlighting successes and areas for optimization.
• Develop action plans to address any performance issues or client concerns.

Strategic Planning And Execution

• Collaborate with clients to develop and execute digital marketing strategies that align with their business goals.
• Work closely with internal teams (e.g., SEO, content production, ad management) to ensure the successful implementation of client strategies.
• Identify opportunities for upselling and cross-selling additional services to clients.

Client Advocacy

• Advocate for clients within the agency, ensuring their needs and goals are understood and prioritized.
• Collect and relay client feedback to internal teams for continuous service improvement.

Problem Solving And Issue Resolution

• Proactively identify potential issues and work with clients and internal teams to resolve them.
• Address and resolve client complaints or concerns in a timely and effective manner.

Retention And Growth

• Develop and implement strategies to enhance client retention and satisfaction.
• Identify and pursue opportunities to grow existing client accounts, contributing to the agency's revenue goals.

Market And Industry Knowledge

• Stay up-to-date with the latest trends and developments in digital marketing.
• Share industry insights and best practices with clients to help them stay competitive.

Documentation And Process Improvement

• Maintain accurate and detailed records of client interactions and account activities.
• Contribute to the development and refinement of customer success processes and tools.

We are a small but mighty team, we are growing rapidly and by jumping on to the train now you will be setting yourself for managerial roles in the future.

🟢 Please consider applying even if you don't meet 100% of what’s outlined 🟢

Key Responsibilities

• 🤝 Relationship Building
• 💼 Account Retention and Expansion

Key Strengths

• 🛎 Service orientation
• 🎙 Verbal communication
• 💡 Problem solving

Why Perceptiv Media is partnering with Hatch on this role.Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with Perceptiv Media not with Hatch.