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Senior Customer Success Manager, ANZ
- APAC / Australia (Remote)
- Customer Success
- Full-time
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The tech evangelist, driving efficiency and value for our ANZ customers
You will have the mission to drive customer engagement, product adoption, satisfaction and advocacy. You will take a consultative approach to ongoing customer product enablement, to address skill deficits as well as advise on solution optimization opportunities and best practices that address customers’ desired outcomes, either through existing or new products and capabilities.
As a successful candidate you will wear many hats, and your work will have a real impact on the success of our customers and their businesses, all while pioneering Coveo’s presence in the ANZ market!
Why you'll want to join the Coveo Customer Success team:
- You will be part of an agile, bright team that is collaborative, solution orientated and accountable for customer success.
- The Coveo Relevance Platform is now at the forefront of the industry with one of the few solutions with enterprise ready GenerativeAI components. We are consistently recognized by Gartner, Forrester and other leading firms as a leader in its space.
- You’ll be empowered to make your mark in this new region as you collaborate with senior leaders on defining the ANZ customer experience. From the best technology, to having the best tools to support your CS initiatives, we will make sure you have what you need to feel empowered in your role.
There won’t be any typical day in this position, but here are some priorities to focus on:
- Provide an outstanding experience to Coveo’s enterprise Commerce customers as they complete the sales process and transit to the CS team.
- Create joint success plans with customers to collaborate on achieving their business outcomes.
- Grow customers’ understanding of the Coveo capabilities by providing enablement sessions on new and existing features and capabilities, and translate complex concepts into easy to understand solutions.
- Act as both the Domain Expert (Commerce landscape and Search) and product Superuser to instate a high level of customer confidence in you and the Coveo solutions.
- Foster strong relationships with customers to encourage advocacy
- Apply appropriate language depending on stakeholders you engage with, starting with non-technical Business Users, Commerce Directors all the way through to Technical Audiences (CIOs, CTOs).
- Advocate the customers’ needs across departments internally.
- Report on value and collaborate on further optimization opportunities.
Your Profile
Among other things, we will be requiring:
- Excellent relationship building skills, as you will be required to interact with cross-functional team members throughout the company to advocate for customer needs.
- Strong analytical skills: ability to translate numbers into a value story.
- Strong consultative approach to customer management with a passion for identifying solutions to meet customers’ business goals (understanding how complex solutions work in practice).
- Tech-savviness: strong technical enterprise-level computer software background supporting customers in a SAAS environment.
- Strong sense of accountability: ability to work autonomously, drive initiatives independently, and problem-solve.
- Curiosity: informed about industry trends and market conditions in ANZ, providing valuable insights to the broader team.
What could really make your profile stand out:
- Familiar with the Commerce landscape (KPIs and analytics with tools like Adobe or Google Analytics).
- Experience in a similar customer success role or in a solution consulting role.
- Exposure to CRM best practices (Salesforce preferred) and with Commerce solutions.
- Exposure to the Service landscape with solutions tailored to the Support and Contact Center environments.
- Experience with BI tools / analytics.
- Understanding of technical concepts and translating these into practical applications within the Coveo platform.
Do we have a fit? Send us your resume!
Join the CoveoLife!
Absolutely! This is a question women and under-represented groups ask themselves more often than the rest of the population. Don't underestimate yourself, we are not looking for someone perfect but for someone who is motivated, capable and who will thrive in this position. Allow us to discover you!
Coveo is a Quebec-based company, pioneer in AI-powered search and recommendations. Coveo uses AI technologies and intelligent search to personalize every digital experience for customers, partners, dealers, and employees. Coveo combines unified content, unified interactions behavioral data and machine learning to deliver relevant information and recommendations across every business interaction, making websites, e-commerce, contact centers and intranets efficient, effortless, content-rich, thus boosting conversion.
If it were easy, someone else would have done it. All of our colleagues at Coveo find the drive to continuously seek new challenges and test roads no one else has ever explored. This ethos has allowed us to become a world leader in an innovative industry and to create a collaborative, diverse and trusting place to work filled with amazingly talented and passionate people. We love a good challenge, and we never say no to an opportunity to learn and develop new cutting-edge skills. Discover our values here
In-person
This role requires you to be in the office full-time, whether it be at our Quebec, Montreal, Weert, or London locations. Our modern infrastructures are designed to enhance cross-team collaboration and promote overall well-being.
Hybrid
Our offices in Quebec City, Montreal, London and Weert are designed to foster collaboration and your well-being. We gather there on our pillar days two times a week to strengthen in-person interactions and encourage creativity, all while providing you with the flexibility of a hybrid environment.
Remote
We hire from all over the world because the diversity of backgrounds fuels our continuous innovation. Our benefits will enable you to work comfortably from home, but you may be required to travel to attend our in-person team-building events.
