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Senior Client Success Manager



Customer Service
Sydney, NSW, Australia
Posted on Tuesday, July 9, 2024
About Bazaarvoice
At Bazaarvoice, we create smart shopping experiences. Through our expansive global network, product-passionate community & enterprise technology, we connect thousands of brands and retailers with billions of consumers. Our solutions enable brands to connect with consumers and collect valuable user-generated content, at an unprecedented scale. This content achieves global reach by leveraging our extensive and ever-expanding retail, social & search syndication network. And we make it easy for brands & retailers to gain valuable business insights from real-time consumer feedback with intuitive tools and dashboards. The result is smarter shopping: loyal customers, increased sales, and improved products.
The problem we are trying to solve : Brands and retailers struggle to make real connections with consumers. It's a challenge to deliver trustworthy and inspiring content in the moments that matter most during the discovery and purchase cycle. The result? Time and money spent on content that doesn't attract new consumers, convert them, or earn their long-term loyalty.
Our brand promise : closing the gap between brands and consumers.
Founded in 2005, Bazaarvoice is headquartered in Austin, Texas with offices in North America, Europe, Asia and Australia.
It’s official: Bazaarvoice is a Great Place to Work in the US , Australia, India, Lithuania, France, Germany and the UK!
Bazaarvoice is looking for an experienced Senior Client Success Manager to join our Retail team. Our Client Success Managers are our deep business specialists and are responsible for delivering exceptional strategy and business support to our clients. We are looking for an individual who is passionate about client service, about solving challenging problems and enjoys regularly exceeding customer expectations. Our ideal candidate is naturally curious and has a strong drive to succeed.

What you'll be doing:

  • Manage client lifecycle across a portfolio of named accounts, where you will: conduct discovery and understand your client's internal metrics for success of the program and ensure the client knows how to achieve and measure those results
  • Act as the business success/strategy expert in educating and advising clients on best practices and strategies to run a healthy user-generated-content program and get the most out of their investment
  • Deliver performance reviews at a designated cadence, including KPIs and revenue value associated with their UGC program, including client executive/leadership stakeholders
  • Influence adoption of Bazaarvoice’s innovations, solutions, and features that compliments retailer’s business goals
  • Understand both internal Bazaarvoice technical platform and product knowledge as well as ability to understand your clients' technical infrastructure and how this impacts the overall business strategy
  • Manage client health by identifying, documenting, and working with cross functional teams (sales, product marketing, product, technical success, services) to mitigate risk and increase client retention rates through client satisfaction/relationship management
  • Act as lead for broader account vision with other supporting functions (such as Account Managers, Technical Success Managers, Product, etc.)
  • Leverage critical thinking to problem solve both client and internal scenarios to achieve client health/satisfaction

Who you are:

  • A significant experience with account management with attention to retention and revenue growth, ideally with another SaaS or e-commerce platform
  • Excellent relationship-building skills, proven record of leading meetings with Executive leadership (client and internal stakeholders) and successfully cultivating productive executive champion relationships
  • Ability to compel clients and internal stakeholders to act, and to hold them accountable to their commitments
  • Demonstrated ability to manage multiple accounts, priorities, workstreams concurrently
  • Attention to detail, highly organized, with an absolute focus on quality of work
  • Ability to analyze and compile data in effectively visualize and speak to the data
  • Strong team player with a “client-centric” attitude
  • Bachelor’s degree and a minimum of 5 years of work experience in an account management / client success role managing Fortune 1000 clients

Extra Points!

  • Experience working for a Fortune 1000 Retailer or experience consulting/supporting with Fortune 1000 retailers
  • Marketing program management experience preferred
Why join Bazaarvoice?
Customer is key
We see our own success through our customers’ outcomes.
We approach every situation with a customer first mindset.
Transparency & Integrity Builds Trust
We believe in the power of authentic feedback because it’s in our DNA.
We do the right thing when faced with hard choices. Transparency and trust accelerate our collective performance.
Passionate Pursuit of Performance
Our energy is contagious, because we hire for passion, drive & curiosity.
We love what we do, and because we’re laser focused on our mission.
Innovation over Imitation
We seek to innovate as we are not content with the status quo.
We embrace agility and experimentation as an advantage.
Stronger Together
We bring our whole selves to the mission and find value in diverse perspectives.
We champion what’s best for Bazaarvoice before individuals or teams.
As a stronger company we build a stronger community.
Commitment to diversity and inclusion
Bazaarvoice provides equal employment opportunities (EEO) to all team members and applicants according to their experience, talent, and qualifications for the job without regard to race, color, national origin, religion, age, disability, sex (including pregnancy, gender stereotyping, and marital status), sexual orientation, gender identity, genetic information, military/veteran status, or any other category protected by federal, state, or local law in every location in which the company has facilities. Bazaarvoice believes that diversity and an inclusive company culture are key drivers of creativity, innovation and performance. Furthermore, a diverse workforce and the maintenance of an atmosphere that welcomes versatile perspectives will enhance our ability to fulfill our vision of creating the world’s smartest network of consumers, brands, and retailers.