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Customer Success Lead

Job Title: Customer Success Lead
Contract Type: Permanent
Location: Macquarie Park, New South Wales
Industry:
Salary: Negotiable
Reference: 242865_1642992113
Contact Name: Gian Guanzon
Contact Email: gian.guanzon@peoplebank.com.au
Job Published: January 24, 2022 16:00

Job Description

About the role

  • Core function of the role is to own and manage daily operations of the Marketplace.
  • Company's definition of both buyers and sellers being called "Customers" is fairly unique. Normally "customers" are buyers and sellers are sellers.
  • Customer Success Lead will have some responsibilities to engage with existing and prospective partners (could be 3PL, payments. Feed managers/aggregators
  • Work on Sellers, Buyers and Marketplace operations Leadership
  • Head of Customer Success and Manage all Customer Success Manager

Responsibility Highlights

  • Enable the Company to supply to the wholesalers and list new businesses on Company's delivery platform
  • Work on engaging with wholesale businesses to sign up with the company and use its platform
  • Salesperson in Customer Success to enable these wholesale distributors to partner with them
  • Goal of Company and why they stand out is they enable small groceries and store to use their platform
  • Be a part of a wholesale distributor company and provider of platform of many stores
  • The company is creating a team that will service the development systems and technology
  • Work in the Marketplace for buyers and sellers
  • This strategy aims to make it easier for suppliers to sell to stores
  • It's the e-commerce hub/platform that will be promoted

Key Responsibilities

Customer engagement strategy:

  • Lead the customer engagement strategy & onboarding roadmap for both buyers & sellers to support the long-term growth strategy of the marketplace
  • Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset
  • Work in close collaboration with various teams to ensure good communication and share of objectives: marketing team, IT team, Ops team to reach business objectives
  • Drive deep business analysis and develop strategic recommendations to exceed marketplace sales goals

Seller acquisition & management:

  • Hire, train, and lead a team of Seller Engagement Executives, Account Managers and Customer Support Specialists who will manage all day-to-day activities, incl. overall seller acquisition, seller account management and reporting
  • Manage and participate in business development activities related to marketplace services as well as guide buyer onboarding campaigns
  • Manage seller lifecycle processes

Buyer acquisition & management:

  • Hire, train, and lead a team of Marketing Specialists, Customer Support and Customer Service Specialists who will manage all day-to-day activities for buyer engagement
  • Guide buyer onboarding, growth, and retention campaigns
  • Manage buyer lifecycle processes

Marketplace operations:

  • Manage a team of Customer Service and Marketplace Specialists who execute daily maintenance and service tasks, incl. level 2 incident resolutions

Key Competencies

  • Strong relationship building and listening skills
  • Strong written & verbal communication
  • Familiar with customer success lead & lag metrics in a digital marketplace context
  • Familiar with leading, best-practice eCommerce solutions and tech platform business models
  • Familiar with agile development processes
  • Quantitative skills to be a data-driven decision maker with the willingness to experiment and iterate

Experience

  • 3+ years of customer success experience e.g. customer acquisitions, selling products or services to B2B clients and account management
  • 3+ years of supplier/partner management
  • Bachelor's degree in Marketing, Business or similar
  • Significant experience building & managing Customer Success and Support teams in a fast-paced environment
  • Experience with B2B eCommerce and marketplace solutions

Personal Style

  • Passionate customer advocate who seeks to excel customer expectations, and engages with empathy and service attitude
  • Growth mindset, who relentlessly pursues growth opportunities and enthuses the team to achieve customer engagement and sales growth targets
  • Self-driven, motivated, and a problem-solver who is proactively looking for improvement and positive change
  • Thrive in an agile and entrepreneurial work environment
  • Proactively takes end-to-end ownership of delivering the desired outcomes


If you have the skills and experience mentioned above and believe you are the right candidate, please contact Gian on gian.guanzon@peoplebank.com.au quoting reference 242865.

To apply please click the 'Apply Now' button.

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