Client Success Manager at Sharesource

Do you excel at building lasting partnerships and driving results through exceptional client experiences? We’re looking for a Client Success Manager who is ready to make a significant impact by ensuring our clients achieve their desired outcomes and thrive with our solutions.

About Sharesource:

We are a BCorp company whose purpose is to democratise opportunities for individuals from developing countries. With our brand and culture empowering our partners to attract and keep the most qualified members, we share the knowledge to unleash potential and grow scaling teams for Australian and Canadian businesses.

https://www.sharesource.com.au/

What are we looking for?
We seek an experienced Client Success Manager who will be responsible for strategically managing client accounts, identifying opportunities for growth, and proactively addressing client needs. Who will cultivate and maintain strong, long-term relationships with key clients, ensuring their ongoing satisfaction and success by driving their desired outcomes through the effective use of our products and services. The Client Success Manager will be responsible for strategically managing client accounts, identifying opportunities for growth, and proactively addressing client needs.

What are you expected to do?

Client Onboarding and Adoption:

• Develop and execute comprehensive onboarding plans to ensure a smooth transition for new clients.
• Provide necessary training and resources to empower clients to effectively utilize our products and services.
• Monitor client adoption rates and identify areas for improvement.

Client Relationship Management:

• Build and maintain strong relationships with key client stakeholders at various levels.
• Conduct regular check-ins and business reviews to understand client needs, expectations, and desired outcomes.
• Proactively address client concerns and issues, ensuring timely resolution.
• Identify opportunities for cross-selling and upselling within the client account.

Strategic Account Planning:

• Develop and execute comprehensive account plans that align with the client's business objectives and desired outcomes.
• Identify and prioritize key initiatives to drive client growth and satisfaction.
• Monitor key performance indicators (KPIs) and metrics to measure client success and achievement of desired outcomes.
• Conduct regular reviews of account plans to ensure alignment with evolving client needs.

Client Success and Retention:

• Proactively identify and mitigate potential risks to client satisfaction.
• Implement strategies to improve client retention and reduce churn.
• Collaborate with internal teams to ensure seamless delivery of products and services.
• Conduct regular client satisfaction surveys and feedback analysis to identify areas for improvement.

Revenue Generation and Growth:

• Identify and pursue new business opportunities within existing client accounts.
• Negotiate contracts and pricing to maximize revenue and profitability.
• Collaborate with sales teams to develop and execute joint sales strategies.

Data Analysis and Reporting:

• Utilize data analytics to identify trends and opportunities within client accounts, as well as to measure client success and achievement of desired outcomes.
• Prepare regular reports on client performance, key metrics, and insights.
• Share insights with cross-functional teams to inform strategic decision-making.

You’ll be a great fit if:

• You have a Bachelor's degree in Business Administration, Marketing, or a related field.
• You have 5+ years of experience in client success, account management, or a similar role.
• You have a proven track record of building and maintaining strong client relationships.
• You have excellent communication and interpersonal skills, both written and verbal.
• You have strong analytical and problem-solving skills.
• You are Proficiency in CRM and other relevant software tools.
• You have the ability to manage multiple projects and prioritize tasks effectively.
• You have a strong understanding of sales and marketing principles.
• You have the ability to work independently and as part of a team.
• You have strong negotiation and persuasion skills.
• You have a passion for delivering exceptional client experiences.

We will be absolutely thrilled if you also have the following:

• Experience in a SaaS or technology-driven industry.
• Knowledge of industry-specific regulations and compliance requirements.
• Experience with data analysis and reporting tools.
• Ability to think strategically and creatively.

Here are the benefits of joining our team:

• Competitive salary and professional development
• Collaborative client partnerships and a fun, inclusive work environment
• Opportunities for leadership, expertise, and global client exposure
• Monthly coaching, training, and career development
• Remote work flexibility and a flexible hybrid model
• Engage in social impact activities and industry impact
• Achieve work-life balance and flexibility to support personal commitments
• Comprehensive HMO coverage with one free dependent

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Why work for Sharesource?

Our clients come from all walks of life and so do we. We hire hundreds of skillful individuals from a wide variety of backgrounds, genders, ages, and personalities to live out our diverse culture and make a positive impact on the world!

Our 5 Values:

• Make a social impact: We balance our work for client teams and for society by constantly making a positive impact.
• Be proactive: We encourage brave thinking and continuous improvement, and drive change through action.
• Create value: We create measurable values for our stakeholders: our teams, partners, suppliers, investors, and communities.
• Be fair, open and honest: We foster equality and inclusivity in a supportive environment that embraces diversity and celebrates achievements.
• Add fun, passion and love: We prioritise fun and passion, fostering higher engagement and a positive can-do attitude.

What makes us different?

Our culture code. You will be a part of our vibrant company culture and experience a workplace where your contributions are valued, your growth is encouraged, and your opinion is respected:

• Challenged, autonomous, momentum
• Learning, growth mindset
• Lead by our values
• Heard, cared for, make good friends

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What happens after you submit your application?

The whole process takes around 4 weeks:

• There will be 3-4 interviews and a possible assessment from our client partner. You will undergo an initial interview, a culture interview, and 1-2 interviews with our cool client. This will run for about 1-2 weeks but we will let you know if we need to ramp it up. Be yourself and have fun.
• We will constantly communicate with you as to the development of your application. You can also directly communicate with us to ask us about the status of your application.
• If all goes well, we complete the reference check and provide other necessary requirements so we can offer you the job right away.

We would be grateful if you have these already:

1. Fit to Work/Health Card (Basic 5 employment medical tests)
2. NBI Clearance
3. Social IDs - PHIC, SSS, HDMF, TIN
4. Character references with contact info

At Sharesource, we believe in the value of diversity and inclusion. We are committed to creating a diverse, respectful, and inclusive workplace, and we do not discriminate based on factors such as race, gender, religion, sexual orientation, or disability.