Customer Success Manager - Low Touch (Remote)


Remote Australia


<h1 class="wow fadeIn" data-wow-delay=".0s">Tealium connects data <br />so you can connect <br />with your customers</h1>

keywords: position summary,position details,teamwork,build,performance,solutions,operations,strategy,skills,experience,knowledge,technical,degree,desired skills

Full time

Overview: <p>Tealium is the most trusted and world&rsquo;s largest independent customer data platform. Tealium connects customer data &ndash; spanning web, mobile, offline, and IoT devices &mdash; so brands can connect with their customers. Tealium&rsquo;s turnkey integration ecosystem supports more than 1,300 client-side and server-side vendors and technologies, empowering brands to create a unified, real-time customer data infrastructure.&nbsp;</p> <div>Tealium&rsquo;s customer data solutions encompass tag management, an API hub, a customer data platform with machine learning and AI, and data management solutions that make customer data more valuable, actionable, and secure. Tealium has been a trusted provider of customer data solutions for more than a decade, and more than 850 top businesses worldwide including Microsoft, Hyatt, Gap, HSBC and Novartis rely on Tealium to power their customer data strategies.</div> <div>&nbsp;</div> <div>Team Tealium works and lives across the U.S. and in nearly 20 countries across the world.&nbsp; We are intentional about our culture, our investment in our team members and how we care and connect.&nbsp;</div> <div>&nbsp;</div> <div><strong><u>Tealium = Teal + Helium</u>.</strong> Teal: a vibrant reflection that evokes authenticity, trustworthiness, reliability, open communication and clarity of thought.&nbsp; Helium: we rise above, a kinetic force that elevates our customers&rsquo; and our experiences beyond all others.&nbsp;</div> <div>&nbsp;</div> <div>We win together with respect and appreciation for the talents required of all positions and the people who contribute to each of these.</div> <p><strong>WHAT WE ARE LOOKING FOR</strong></p> <p>The Low Touch Customer Success Managers at Tealium are driven, highly motivated, growth-focused customer advisers in charge of our SMB customers. The ideal applicant will be familiar enough with the data and digital marketing landscape to drive strategic interactions with our clients. You will be in charge of owning and executing successful customer adoption and retention strategies by utilizing customer health scores and other available data. Additionally, this role will be expansion focused and require a proven track record of growing revenue across a book of business. Ultimately, you will be responsible for the growth and retention of your assigned accounts. Through this role customers will achieve maximum value in their investments leading to retention, renewal, upsell/expansion, and referrals.<br /><br />We are open to candidates located in Sydney or Melbourne.&nbsp;</p>
Responsibilities: <ul> <li>Acting as a trusted advisor, you are a key point of contact for a portfolio of accounts, with the goal to build the relationship, drive incremental value, retain and expand the customer use of Tealium&rsquo;s products and services</li> <li>Gain an understanding of customers&rsquo; business priorities and outcomes on a continuous basis and mutually plan to realize more value through adoption of new use cases</li> <li>Coach and support customer enablement by recommending appropriate trainings and resources</li> <li>Partner with Tealium&rsquo;s implementation team to ensure successful deployment and engagement&nbsp;</li> <li>Own and drive customer engagement strategies including Business Reviews using these to communicate insights and value</li> <li>Build and maintain relationships with key customer stakeholders going high and wide</li> <li>Leverage your relationships and customer health analytics to identify customer expansion opportunities &amp; churn risks</li> <li>Collaborate with Tealium&rsquo;s Sales team to expand customer relationships &amp; ensure renewals</li> <li>Monitor and report on customer health, plan and co-ordinate the recovery for churn risk scenarios</li> <li>Effectively solve ad-hoc customer issues as needed, interacting with Customer Support, escalating customer issues as needed and identifying solutions/resources</li> <li>Collaborate with Marketing to grow library of customer testimonials</li> <li>Share industry updates and other customer stories in your portfolio to drive interest in Tealium propositions</li> <li>Be the Voice of the Customer sharing customer feedback to appropriate teams</li> </ul>
Requirements: <ul> <li>BA/BS Degree from an accredited university required.</li> <li>2+ years in customer facing roles (Customer Success, &nbsp;Digital Strategy, Technical Account Manager) at a Marketing Technology SaaS provider, Digital Marketing Agency or in Marketing Operations</li> <li>Comfortable establishing credibility with key customer decision makers &amp; influencers</li> <li>Passion for business strategy, innovation, and dedication to making our customers successful</li> <li>Experience leading strategic conversations and persuading others to take action based on requirements and value provided by solutions</li> <li>An understanding of customer journeys</li> <li>Ability to prioritize work and tasks effectively&nbsp;</li> <li>Ability to learn technical content and context quickly, and then convey it to customers</li> <li>Experience working cross functionally with several teams and proven track record of positively influencing decision makers in other departments including Sales, Ops, Legal, Finance among others</li> </ul> <p><strong>DESIRED SKILLS</strong></p> <ul> <li>Experience as a collaborative Business Customer Success Manager</li> <li>Ability to strategically manage an assigned book of business</li> <li>Strong Customer Exec and cross functional relationship management</li> <li>Experience leading Customer presentations (virtual &amp; in person) and online tool customer demos</li> <li>Highly organized task &amp; calendar management</li> <li>Hands-on experience with: G-Suite (Mail, Calendar, Slides, Sheets, Docs), Zoom, Salesforce, Slack&nbsp;</li> <li>Knowledge of or experience with: CSM Tool Experience (Gainsight, ChurnZero, Catalyst etc.), Freshworks, Quip, Jira, Zoominfo</li> </ul> <p><strong>WHY YOU WANT TO WORK HERE</strong></p> <p>At Tealium,&nbsp; we don&rsquo;t just offer the ordinary, we provide the extraordinary:&nbsp;</p> <ul> <li><strong>Tealium WOWs (Ways of Work)</strong>, our award winning culture is how with think, act and connect together at Tealium</li> <li><strong>Mosaic</strong>, our commitment to diversity, equity and inclusion is grounded in our mosaic of diverse perspectives and shared belonging as we live in work across the US and in nearly 20 countries</li> <li><strong>Tealium Cares</strong>, to promote caring in our communities, 15 hours of paid work time for volunteer activities and programs is offered annually</li> <li><strong>Tealium Connects (remote-first working)</strong>, enabling many of us to choose where we do our best work and offering new hire stipends to assist with purchasing things we need to support a successful home office environment</li> <li><strong>Tealium Ownership</strong>, share in the success of Tealium by becoming an owner of Tealium beginning with new hire equity grants&nbsp;</li> <li><strong>Tealium Time</strong>, unlimited paid time-off policy to offer flexibility to take time when needed and robust leave programs, including extended paid parental leave and company holidays</li> <li><strong>Healium</strong>, health and wellness programs to help us be our best selves in the experiences of health, physical, mental, social, and even financial well-being and wellness</li> <li><strong>Healium Be-Well Break</strong>, an annual all-company paid shutdown to provide a true break for us all</li> <li><strong>Tealium LIFT (Learning is Facilitated at Tealium)</strong>, offering a myriad of professional development opportunities with over 6,000 courses available on demand to best-in-class manager and leadership development programs</li> <li><strong>Health and Related Benefits Programs</strong>, offering market competitive benefits programs</li> </ul> <div>&nbsp;</div> <div>Collectively, we contribute our individual pieces (identity, experiences, heritage, backgrounds, religions, viewpoints, gender and more ) to form the mosaic of Team Tealium. It is our continuing philosophy to recruit and employ the best qualified individuals without regard to race, color, sex, religion, national origin, disability, age, sexual orientation, gender identity, and/or any other protected characteristic. Tealium does not tolerate unlawful discrimination of any kind and strives to be an inclusive and respectful workplace.</div> <div>&nbsp;</div> <div>The highly relevant and differentiated positioning of Tealium&rsquo;s solutions makes this a unique and rewarding career opportunity.<br /> <p><strong>#LI-Remote</strong></p> <div>*Offerings vary by level and location.</div> <p>View Our Candidate Privacy Policy Here:&nbsp;<a href=""></a></p> </div>