Digital Customer Success Manager

Who is Sensis

This is a very exciting time for Sensis as we make great progress in our goal of becoming a leading SaaS and platforms business. Sensis has a long and proud history of helping Aussie businesses connect with their customers and grow successful businesses.

Recently, US leading small business software provider, Thryv Inc acquired Sensis, to drive the focus on helping Australian small businesses adopt cloud-based software to better compete in an evolving marketplace.

Role Purpose

The Digital Customer Success Manager provides digital marketing support to customers enabling them to achieve their digital marketing goals, for Yellow’s Search Engine Marketing (SEM) product.

The Digital Customer Success Manager is the conduit between the customer and their Campaign Manager. This role’s focus is to manage customer queries and requests and offer solutions and recommendations to develop the SEM strategy. They will communicate these customer objectives and strategies to the Campaign Manager to ensure that the SEM campaigns are set up and managed in line with the agreed strategy.

The Digital Customer Success Manager’s focus is to provide exceptional service and insightful digital advice to positively impact the customer and aid the business in achieving its overarching objectives of customer retention and revenue growth.

Key Responsibilities:

  • Consulting with customers to develop a digital marketing strategy for their digital product and providing this direction to the Campaign Manager.
  • Conducting proactive service calls to customers to discuss campaign performance, and to ensure campaigns are performing in line with customer objectives and expectations.
  • Reviewing campaign performance metrics and customer feedback to develop solutions and recommendations to achieve desired outcomes and working closely with Campaign Managers to ensure a customised set of optimisation activities are conducted.
  • Supporting internal and external customers on their digital marketing campaign queries and requests, via phone and email.
  • Proactively notifying external customers of any campaign issues or opportunities, and working diligently to resolve customer concerns
  • Supporting the business by notifying Media Sales Advisors of any account risks, issues or opportunities, and helping to mitigate any risks through account deep dives as and when required.
  • Providing customers with digital marketing insights and recommendations to maximise their ROI.

About You:

Essential:

  • A passion for digital marketing with the desire to learn and develop your digital marketing skills
  • Strong understanding and experience using CRMs
  • An understanding of the digital marketing landscape
  • A keen interest and knowledge of Search Engine Marketing, with the ability to explain simply and effectively to advertisers
  • Strong customer service and account management experience
  • Excellent verbal and written interpersonal skills
  • Ability to communicate solutions effectively to external and internal customers and receive buy-in
  • Excellent troubleshooting and problem resolution skills
  • Ability to analyse data to form conclusions, develop and implement strategies and techniques, and provide carefully considered recommendations

Desirable:

  • Ability to strategize digital marketing solutions to meet customer goals and needs, and understand the appropriate techniques to implement
  • A good understanding of Search Engine Marketing concepts, strategies, policies and best practices
  • Familiarity with Google Ads or Google Tools such as Google Keyword Planner
  • Strong understanding of Software as a service (Saas)

Qualifications

  • Google Ads Search Certification is highly regarded

Perks and benefits

  • Support businesses and people across Australia and inherently embrace diversity throughout our workforce.
  • Career progression with professional development opportunities
  • Rewards and recognition program

26/04/2021 $0 CBD & Inner Suburbs 1 Call Centre & Customer Service
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