Ideally - Customer Success Manager

5 months ago

Grey Lynn, New Zealand TRA Full time

**A little about Ideally**:
Ideally is an innovation platform that gives on-demand insights for brands to test concepts, ideas and messages. Using built-in generative AI, people who use Ideally can uncover opportunities and grow great ideas. We work with awesome consumer facing goods and services across NZ and AU like Kiwibank, Tegel, Goodman Fielder, Asahi, Simplicity and more.

With Ideally, more people can access insights more often - enabling a new mindset for brands and innovation teams to bring the voice of customers into their innovation process.

To deliver cutting-edge solutions to our clients, we need a team of talented, passionate people to lead the way. We’re on the lookout for a highly motivated and dynamic Customer Success Manager to join our team.

**Requirements**:
**Key Responsibilities**:

- **Client Support and Advice**: Help clients solve their goals by proactively providing advice how to achieve that within the platform.
- **Client Onboarding**: Lead the onboarding process for new clients, ensuring they have a seamless and positive experience to help achieve their NPD and marketing goals.
- **Upselling and Renewals**: find more ways to solve client problems, for more people within the organisation
- **Continuous Process Improvement**: Continuously analyse and improve the client onboarding process, incorporating client feedback and industry best practices to deliver great client outcomes at scale.
- **Client Community Building**:Create and nurture a community of clients, prospective clients and partners, fostering engagement and collaboration among marketing and innovation teams.
- **Product Marketing**:Generate content ideas how brands can use the platform to grow great ideas. Work with the marketing team to distribute, share and educate. This may include "lunch and learn" sessions, webinars, and other educational events.
- **Cross-functional Collaboration**: Work closely with our Sales team to identify opportunities for upselling, with the Research team to help solve client problems, with the Product team to improve how the product delivers value at scale.

**Experience/Qualifications**:

- Bachelor's degree in a related field (Marketing, Business, or similar).
- Proven experience in customer success, account management, consultant or related role.
- Experience within innovation, product development, marketing or research environments is desired. Basically, you can hit the ground running to help clients with their ideas.
- Strong interpersonal and communication skills.
- Ability to build and maintain strong client relationships.
- Experience in community building.
- Analytical mindset with the ability to identify opportunities for improvement.
- Proactive and self-driven with a passion for helping clients succeed.

**Benefits**

**Why Ideally?**

We’re a tight-knit, supportive and super motivated team with the ambitious goal to take Ideally global and help innovation and marketing teams grow great ideas.

We have a brand-new office in Grey Lynn and need you there regularly to work with us to get Ideally flying. You can work hybrid 1-2 days a week, around work requirements.

Underpinning the experience are our competitive start-up salaries, ESOP arrangements, and other benefits.

**WE VALUE DIVERSITY IN ALL ITS FORMS

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