Job Title: Customer Success Manager Company: Weta Digital Location: Wellington, Wellington, NZ Job Type: Part-Time Seniority: Mid-to-Senior Level Years of Experience: 8+ Job Description: Weta Digital, a leader in visual effects and animation, is seeking a proactive and dedicated Customer Success Manager to enhance our customer relationships and drive engagement within our innovative team.
This part-time role is pivotal for ensuring that our clients derive maximum value from our services and products.
As a Customer Success Manager, you will be responsible for championing our customers' needs while fostering strong connections both internally and externally.
Key Responsibilities: Client Relationship Management: - Build and maintain strong, long-term relationships with assigned clients, acting as their primary point of contact.
- Understand client needs, objectives, and expectations while aligning them with service offerings.
- Conduct regular check-ins and meetings to assess client satisfaction and gather feedback.
Onboarding & Training: - Manage the onboarding process for new clients, ensuring they have a seamless and positive experience.
- Develop and deliver training sessions, presentations, and workshops to clients on the use of products and services.
Value Delivery & Upselling: - Proactively identify opportunities to enhance the customer experience and increase value delivery.
- Assist in upselling and cross-selling services that align with clients' evolving needs.
Customer Advocacy: - Serve as the client's advocate by identifying and communicating relevant issues or challenges internally.
- Collaborate with product, marketing, and sales teams to ensure client feedback is leveraged in decision-making processes.
Performance Monitoring: - Monitor client health metrics, engagement levels, and product usage to identify potential risks and areas for improvement.
- Define and track key performance indicators (KPIs) for customer success and report findings to management.
Strategic Solutioning: - Work closely with clients to formulate tailored strategies that maximize their success goals and objectives.
- Identify and propose enhancements to streamline processes and improve customer satisfaction.
Documentation & Reporting: - Maintain accurate records of all client interactions, issues, and resolutions in the customer relationship management (CRM) system.
- Provide regular reports to management detailing client status, feedback, and growth opportunities.
Requirements: Educational & Experience Background: - Bachelor's degree in Business Administration, Marketing, or a related field.
- Minimum of 8 years of experience in customer success, account management, or a related field, preferably within media, entertainment, or technology.
Skills & Competencies: - Proven experience in managing customer accounts and fostering client relationships.
- Strong presentation skills with the ability to effectively communicate complex ideas and solutions to diverse audiences.
- Demonstrated adaptability and independence in managing priorities and task completion with minimal supervision.
- Excellent people management skills, enabling positive synergies within teams and a collaborative atmosphere.
Personality Traits: - Adaptable: Able to thrive in a fast-paced, changing environment and adjust strategies and approaches as needed.
- Independent: Self-motivated and capable of working autonomously while contributing to team goals.
Benefits: - Competitive hourly rates with paid overtime options.
- A generous joining bonus to welcome you to the Weta Digital family.
- Participation in profit-sharing programs, fostering a sense of ownership and collaboration.
- A unique working environment that values strong connections among team members, treating colleagues like an extended family.
Application Deadline: October 19, 2024 Equal Opportunity Statement: Weta Digital is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
We encourage applicants from all backgrounds to apply and contribute their unique perspectives and experiences.
How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
#J-18808-Ljbffr