SUMMARY: As a Client Success Manager at Avetta, you will be an advocate for your customers and a representative of our company to them. Your impact will be measured through client retention, expansion, and overall health, while your daily focus will be on guiding your clients through their journey with Avetta.
You will thrive in this role if your passion is helping clients adopt a new paradigm for understanding and managing their businesses.
As the primary voice for our clients, you will work closely with all other teams inside Avetta, utilizing your experience and creativity to make informed decisions for our customers and the company.
Together, we will help our clients understand and execute their next steps to maximize the value they see every day with our platform and services.
This role offers a hybrid schedule in either our Newcastle or Sydney office (3 days in office, 2 days work from home).
We are looking for early career CSMs with 2-3 years of experience in client success roles.
Your Impact:
• Nurture and grow relationships with client stakeholders
• Identify additional key stakeholders through proactive engagement
• Maintain client momentum after launch, leveraging critical success factors aligned to the client's journey
• Increase adoption of the Avetta platform over time
• Serve as a trusted advisor for clients on use cases, product functionality, and applicable program recommendations
• Perform regular review-and-planning sessions (via Success Planning and QBR activities) with client stakeholders
• Proactively ensure clients understand, have adequate training on, and are utilizing Avetta's products to achieve maximum benefit
• Provide marketing with referenceable customers, Client Success anecdotes, data-rich trends, and observations about changes in our client base and industry
• Work within the Client Success Team to create innovative strategies, services, and processes that drive increased customer adoption, retention, and expansion across all of Avetta's offerings
• Act as the voice of Avetta clients and work cross-functionally with internal stakeholders to solve problems and drive potential process and product improvements
• Assist Account Managers with client growth plans and, when necessary, at-risk mitigation
• Own the overall health of each assigned Client Account
• Assist the Client Support Team with difficult and client-specific problem resolution
• Partner with Implementation and Professional Services to support best practice implementations and identify key growth opportunities
• Maintain an attitude of constant improvement and always work to increase efficiency, scalability, and impact
• Use data to help make recommendations and decisions
• Fully document all interactions with clients
Your Key Values and Skills:
• Thrive in an environment of ownership & accountability
• Be proactive in your engagement with clients and peers
• Possess strong communication and collaboration skills
• Be inherently persistent and operate as both a Client and Avetta advocate
• Approach problem-solving with a creative mind, empathetic spirit, and scalable mindset
• Be passionate about client growth and laser-focused on what is needed to get them there
Minimum Qualifications:
1-3 years in a customer-facing (Customer Success or Account Management preferred) role with an Enterprise SaaS company or supplier management with a large organization
Bachelor's Degree or equivalent work experience
Experience with Microsoft Office suite, SFDC, CRM tools, and JIRA a plus
Excellent interpersonal, verbal, and written communication skills
Highly organized, collaborative, responsive, and proactive
Past success mastering new, complex technologies, processes, and concepts and training / mentoring others to master them as well
Strong project management skills, PMP a plus
Background in HSE or Procurement preferred