Job Summary:

Partnerize is looking to hire a Customer Success Director on a one-year fixed term contract to provide parental leave coverage based out of our Sydney Australia location. This will be a hybrid role that would be in office 1-2 days per week.

The Customer Success Director will operate in a player-coach capacity managing a small number of customers and operate with people leader responsibilities to ensure effective, on time and high quality execution of Customer Success processes across the APAC book of business. This individual will partner with our customers to align on and achieve their desired outcomes. This role oversees execution of the contracted deliverables across the full customer lifecycle from onboarding through to renewal. You will partner internally with a cross functional team who own various aspects of the delivery and coordinate across functions including On-boarding, Client Services & Support to ensure the contracted commitments are executed to timeliness and quality standards; and you will own the communication with the customer.

This role will operate with a high level of autonomy and under the guidance of regional and global leadership. The role displays control over their book of business, owns and drives specific initiatives, and custom projects related to Enterprise customers in their portfolio, owns escalations and drives issues to resolution, keeping leadership abreast of risk and requesting support as appropriate.

Core Responsibilities:
SUCCESS PLANNING

• Customer discovery in the on-boarding phase, developing a deep understanding of customer challenges, expectations and goals for the product/service combination they have subscribed to with us, ensuring we set them up correctly, effectively, efficiently with scalability in mind
• Alignment of a joint business plan with customers, including SMART metrics to achieve goals
• Tracking progress, regular reporting to the customer and internally on status of the success plan, progress, remedial actions, and evolution of the plan as the relationship matures
• Effectively quantifying and consistently reaffirming to the customer, the value being delivered

STRATEGIC EDUCATION

• Mapping customer use cases to Partnerize product and service offerings
• Educating the customer to expert level on Partnerize products to ensure they are executing efficiently, fully leveraging product functionality and optimising their investment
• Regularly communicating best practice and educating the customer on industry benchmarks and the customer’s relative position

CUSTOMER HEALTH

• Relentless focus on Customer Health, tracking of multiple risk indicators with weekly reporting aligned to defined definitions of customer health statues
• Effective management of customer expectations, resetting and realigning as required to manage any risk exposure due to misalignment
• Where risk is identified, proactively initiating & owning specific plans to address, driving accountability internally with the relevant functional risk owners

CUSTOMER RELATIONSHIPS

• Proactively investing in deepening & broadening our relationships with customers both day to day contacts and sponsor and budget holders, to manage the risk of sponsor/contact loss and explore opportunities to expand the relationship
• You take an outside in perspective, ensuring our interactions with customers are value oriented and that we are demonstrating value-add in all our interactions, across all functions. Drive new business growth through greater advocacy and reference-ability

FORECASTING, RENEWAL, ACCOUNT PLANNING

• On your assigned accounts you are intimately familiar with the commercial terms, scope, renewal dates and values across all products, aware of and effectively articulating how you are actively managing any identified commercial risk
• Effective quarterly revenue forecasting
• Ownership for timely renewal planning & execution of renewal transaction and paperwork
• Internal Account planning, SWOT analysis, identification of CSQLs and CSQAs and opportunities to drive growth through account performance.

TEAM MANAGMENT

• Hire talent with the skills and competencies to support the goals of both your team and the broader organization.
• Develop employee skills and performance through training and coaching, including providing feedback and addressing performance problems as required.
• Set short and long-term goals to ensure department achievement of overarching KPIs and employee achievement of professional goals
• Build a team culture that aligns with company values and fosters an inclusive environment where employees can thrive.\\

Required Qualifications & Skills:

• Minimum of 7 years client facing experience, full lifecycle responsibility for customer health from onboarding through to renewal
• Customer relationship experience must be post-sales and ideally a combination of service and commercial - (Pure sales or business development profiles are not suitable for this position)
• Minimum of 3 years Enterprise customer management experience
• Background in Customer Success, Professional Services and/or Account Management roles in a subscription model business
• Positively contribute to continuous improvement initiatives, provide input and validated ideas, backed up with follow through
• Demonstrated ability to coach and develop team, driving best practice and quality standards in the team
• Confidence presenting, negotiating, managing expectations and communicating across the spectrum of users to budget holders and sponsors
• Bachelor's degree qualified or equivalent experience

Desired Qualifications:

• Recognized professional CS certification desirable
• Affiliate marketing or digital marketing experience
• Competent and disciplined user of SF.com
• Customer Success systems experience

Australia Benefits & Perks

• 22 days holiday
• 5 extra 'Partnerize Parental Days' each year
• Private Medical Insurance through Bupa