Account & Relationship Management (Sales)Blackpearl Group (NZX:BPG) is a market-leading data technology company pioneering AI-driven sales and marketing solutions for the US market. All our services are designed to power revenue growth for small-to-medium sized businesses, BPG consistently delivers exceptional value to its customers. Our mantra is simple: 'Better Growth Together'. When our customers win, we win.Innovation drives everything we do - our focus is on building SaaS that empowers small to medium-sized businesses, driving growth through our customer acquisition and data integration platforms. Our primary product, Pearl Diver (https://www.pearldiver.io/), is built to empower businesses through data insights.With offices in Wellington and Auckland, team members in other regions of NZ, and in five other countries across the globe, the Blackpearl team is expert, agile and focused on supporting rapid company growth with our Group Annual Recurring Revenue increasing by 177% as recorded in our FY24 Annual Report. So, when we say we're committed to growth, we've got the numbers to back it!About the Role:You'll be working in the role of Client Service Associate in a newly created role within a new Client Service department and you will report directly to the Head of Client Service.You will be responsible for the ongoing management of existing clients with our department's focus being on client retention and churn save. We will deliver on these goals by highlighting for our clients the value they can get from our products and optimizing how they are using our products.Our department spans from Acquisition to Churn so we work closely across a number of departments so your relationships will be of utmost importance.About You:The ideal candidate will possess a proven track record of stellar account management/client service with the capability to think strategically for our clients and a background in the SaaS Industry or Digital Marketing.You will need to be flexible with working US hours to serve our customer base and be able to travel for work domestically and internationally if required.We're less concerned about where you come from than where you want to go – a background in advertising agency or marketing/sales in-house roles will all be considered as long as you're the right fit, motivated and energetic!We need a good team player with exemplar internal stakeholder communications as we are a very agile, optimization focused tight-knit team and it's a priority that we work closely together to optimize the full client journey with Black Pearl.Role Responsibilities:Client Service and Churn Prevention:Serve as the primary point of contact for assigned clients, ensuring their needs and expectations are met.Coordinate with other departments to manage client onboarding, training, and any escalations effectively.Develop and maintain strong relationships with clients to foster long-term partnerships and build trust.Understand clients' business objectives and challenges to offer tailored solutions that maximize the value of our products.Implement strategies and initiatives to retain existing clients and address potential churn risks.Proactively identify opportunities for clients to optimize their use of our products and services.Analyze client usage data and feedback to identify areas for improvement and recommend enhancements.Provide clients with insights and best practices to help them leverage our products effectively.Maintain accurate and up-to-date records of client interactions, feedback, and performance metrics.Document and track client requests, issues, and resolutions to ensure transparency and continuous improvement.Strategic Thinking and Problem-Solving:Collaborate with the product and support teams to address client-specific needs and improve overall experience.Engage in strategic planning to support clients' long-term goals and align them with our product offerings.Business Initiatives:Contribute to a positive and collaborative team environment by sharing knowledge and supporting colleagues.Work closely with Sales, Product, and Support teams to ensure a seamless client experience across the entire journey from acquisition to retention.Share client feedback and insights with internal teams to drive product improvements and service enhancements.Qualifications and Experience:To be considered for this role, you will have:Account management/sales background or similar.Background or skills in marketing preferably digital.Track record of being a critical thinker.Ability to thrive in a fast-paced and dynamic environment.This role offers a remarkable opportunity to join one of the world's fastest-growing and most dynamic sectors—data. As a pivotal part of a globally leading industry, you'll be at the forefront of immense growth, investment, and innovation. If you're passionate about the transformative power of data and eager to be part of this exciting journey, we want to hear from you!Join Black Pearl Group and contribute to delivering exceptional customer experiences that deliver value to our customers as 'when our customers win, we win!'
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