Customer Success Manager

Company: Audatex Australia Pty. Ltd. The Role: Roles & Responsibilities: Identify opportunities to expand client engagement and improve utilization of company products and services by understanding customer requirements and supporting evolving business needs. Manage end-to-end customer service delivery activities from onboarding through ongoing account retention and service improvement. Deliver compelling presentations, proposals and product demonstrations to maximize client alignment with our services. Perform client relationship management and service delivery duties for a portfolio of key clients. Develop and maintain strong working relationships with key decision makers and stakeholders within a client’s organization.  Conduct discovery conversations to understand client and prospective client needs and align service delivery frameworks and custom system solutions. Conduct account and service reviews with clients on a regular basis, reviewing program trends and results and understanding current and future program needs and opportunities. Ensure client retention through understanding your clients’ businesses, seeing the bigger picture and helping them connect the dots on and expand their programs as their needs grow and evolve.   Capture client feedback and provide product, engineering and leadership with details on product issues, enhancement ideas, and system optimization requests. Address client concerns and efficiently respond to incoming inquiries from all channels to include face-to-face, phone, email, video conferencing and online chat. Proactively identify client and end user needs and provide reporting, training and support to ensure program proficiency and effectiveness, aiding clients in maximizing the benefits of our products, programs and services.  Serve as a trusted advisor throughout sales process and beyond, providing support and guidance throughout the life of the client relationship.  Utilize multi-lingual skills to support translation and client services, within and outside the CS department (as applicable and requested). Govern cross-departmental deliverables, collaborating with the Data team to ensure driver lists are updated accurately, and data tickets are resolved efficiently against client requirements. Coordinate with the engineering team to resolve critical platform issues reported by clients and escalate client recommendations for the enhancement of current systems. Liaise with the Customer Support team to ensure they accurately assist with specific client parameters and account protocols. Collaborate closely with the executive management team to analyze service trends, review performance data, and help improve internal processes. Review and improve customer service processes, workflows and procedures to enhance service quality, operational efficiency and customer satisfaction. Act as the primary operational lead during Asia-Pacific business hours to manage post-sale service continuity for…