Customer Success Account Manager

It’s an exciting time to join NewBook as we grow internationally, continuously evolving our products and services. At the backbone of this success lies our Customer Success team who work hard to cultivate lasting and loyal relationships with our clients. In this role, you will promote customer satisfaction by working closely with Newbook clients to ensure they are utilising our product to its fullest capability, whilst proactively addressing any areas of dissatisfaction.

Activities include:

  • Build and maintain relationships with clients and key personnel within customer companies
  • Conduct business reviews to gauge customer satisfaction and utilisation of features
  • Own customer retention results and proactively work to improve retention
  • Optimize exiting processes and initiatives using best practice knowledge and systems
  • Promote an energetic fan base driving new products and services
  • Maintain a detailed understanding of product and services to assist clients with product needs
  • Drive product workshops and webinars to uplift product uptake
  • Manage customer grievances to ensure client retention rate is upheld
  • Proactively work to meet business KPIs
  • Flexibility to adapt working hours to provide service to AU and US clients

Key Skills

  • Demonstrated experience working in a customer focused environment
  • Experience managing and growing customer relationships
  • Excellent interpersonal skills with an ability to develop and maintain close stakeholder and client relationships
  • A talent for engaging clients and providing a positive user experience
  • Excellent organisation skills with the ability to manage multiple relationships
  • Good problem-solving skills with the ability to provide flexible and timely solutions

About you…

  • Team-oriented and enjoys a good laugh
  • Able to work independently as we all #getstuffdone
  • Solution focused with good attention to detail
  • Comfortable with the occasional bit of pressure
  • Full of creative ideas and new ways of doing things
  • Passionate about providing a positive customer experience!

Sound like you? Get in touch by completing the form below!

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Maximum upload size: 52.43MB
Maximum upload size: 52.43MB