Customer Success Manager

Навыки

• Коммуникация
• Customer Success
• Ответственность за результат
• Позиционирование и УТП
• Решение задач
• Управление проектами
• Retention и отток

О компании и продукте

• At Algolia, we’re proud to be a pioneer and market leader in AI Search, empowering 18,000+ businesses to deliver blazing-fast, predictive search and browse experiences at internet scale. Every week, we power over 30 billion search requests — four times more than Microsoft Bing, Yahoo, Baidu, Yandex, and DuckDuckGo combined
• At Algolia, we are passionate about our customers so we’re looking for an all Customer Success Manager who is ready to join our team and help support our growing APAC customer base. We're looking for a strategic, relationship-focused Customer Success Manager who thrives in a fast-paced, customer-first environment. In this role, you’ll partner with our top-tier customers as their trusted advisor and business strategist, enabling them to fully leverage and expand the value of Algolia’s platform
• This role is remote within Australia, but we are only considering candidates based in East Coast Australia locations

Задачи

• Drive the adoption, value realization, retention and overall success of our customers
• Build trusted, consultative relationships with key stakeholders
• Coach customers to get the most out of Algolia by aligning with their objectives and KPIs
• Demonstrate and communicate Algolia’s value proposition and product capabilities
• Lead regular Business Reviews to evaluate adoption, impact, feedback, and next steps
• Work in partnership with Solutions Architects to guide customers through the project management and technical requirements of their Algolia implementation
• Provide regular, proactive recommendations to optimize the use of our platform
• Document and clearly articulate the Return on Investment driven by our solution
• Anticipate challenges, identify risks, and proactively present solutions
• Identify opportunities to expand our partnership with customers
• Analyze accounts that have been lost, identify reasons for churning and build a strategy to win customers back
• Ensure all account issues are quickly resolved, utilizing resources from cross-functional teams internally
• Function as the voice of the customer and provide internal feedback on how Algolia can better serve them
• YOU MIGHT BE A FIT IF YOU HAVE
• Located in Australian Eastern or Central Standard Time Zone
• Experience working with a portfolio of accounts, supporting a highly technical product
• Ability to set priorities, drive decisions and reach resolution on recommendations and issues
• Ability to influence others towards continuous improvement, both internally and externally
• Experience successfully managing customer engagements to completion and customer satisfaction
• Excellent presentation, written and verbal communication skills
• Algolia does not discriminate on the basis of race, color, religion, sex, age, national origin, military status, veteran status, disability status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law

Требования

• We expect you to take ownership and be able to execute without defined processes and implicit direction
• We're looking for candidates who raise the level of our teams
• You should value and practice transparency, have the humility to accept your weaknesses and continuously strive to improve both personally and professionally
• Are you ready for the challenge?
• 3+ years relevant work experience in customer success, account management, digital consultancy or project management, preferably in a SaaS business
• Proven ability to build strong relationships, establish credibility, and communicate effectively across all levels of an organization
• Proven track record of coordinating with Sales, Legal, and Deal Desk to manage customer renewals, optimizing revenue
• Proven time management skills with the ability to prioritize tasks

Условия

• In 2021, we raised $150 million in Series D funding, quadrupling our valuation to $2.25 billion
• This strong foundation enables us to keep investing in our market-leading platform and serving incredible customers like Under Armour, PetSmart, Stripe, Gymshark, and Walgreens

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