Manager, Customer Success and ANZ Regional Lead

4 weeks ago

Melbourne, United Kingdom Trustpilot Full time

We’re a leading online reviews platform, free and open to all. Our mission is to be a universal symbol of trust. We are well on our way — but there’s still an exciting journey ahead of us. Do you want to join us at the heart of trust?

As Manager, Customer Success and ANZ lead, you will be responsible for successfully guiding a small team of commercial reps across New Business, Customer Success & Integration. You will be responsible for the end-to-end customer journey from retaining & growing the current customer base within all segments (CS) and Core+ (in New Business) while achieving a New Business target by acquiring new Core+ customers. In addition, the job entails facilitating the professional growth of personnel, regularly optimizing workflows, coordinating team activities each day, and working closely with important stakeholders to move the sector forward.

 

What you’ll be doing:

  • Overseeing a team of commercial reps, responsible for commercial growth for the Core+ segments within the ANZ market for acquisition & retention and the Asia market for retention.
  • Actively guide on industry best practices to define and achieve goals in line with the overall regional and company strategy.
  • Overall ownership and responsibility for Enterprise & Core customers across the full customer journey within the designated market/region.
  • Support developing mid-long term strategy within Enterprise & Core customers that increase retention rates of our Customer Base while increasing productivity in our New Business efforts.
  • Identify customer needs, and pain points and develop innovative solutions to enhance the customer journey. 
  • In addition, this role has people management responsibilities including hiring, interviewing, driving employee growth and development, and overseeing performance.

 

Who you are:

  • You have a good understanding of the ANZ and potential markets. 
  • Skilled in guiding a team and engaging in personnel management responsibilities, including performance reviews, financial planning, organizational development, and hiring processes. 
  • A thorough understanding of renewal processes, contract negotiation, and customer lifecycle management.
  • A proven history of providing a great customer experience.
  • An enthusiasm for Customer Success and building a positive team environment.
  • A history of consistently surpassing business performance benchmarks.
  • Align with our values of being: We start with the customer, We act with integrity, We are positively human, We make it happen and We win together.

 

What’s in it for you:

  • A range of flexible working options to dedicate time to what matters to you.
  • Attractive compensation package + bonus.
  • 25 days holiday (plus bank holidays) along with 2 (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community.
  • Rich learning and development opportunities are supported through the Trustpilot Academy, LinkedIn Learning, and Blinkist.
  • Superannuation, salary continuance, and life insurance.
  • Full access to Headspace, a popular mindfulness app-based service designed to promote positive mental health, and access to a 24/7 Employee Assistance Plan
  • Paid parental leave.
  • Cycle to work scheme.
  • A buzzy office with a fully stocked fridge and all the snacks and refreshments you can ask for There are also regular socials, lunches, and fun offsite strategy sessions — and tons of opportunities to connect and have fun as a team.

 

Still not sure?

We are Open to All, which means we want everyone to feel like they can see themselves at Trustpilot. We're keen to hear about your experiences as well as how you can help to create a fantastic culture for our amazing Trusties. So, don't worry if you're looking at this job description and feel like you don't meet all the requirements, we'd still really like to hear from you

About Trustpilot

At Trustpilot, we’re passionate about our mission to offer a free and open to all review platform, built on collaboration. For consumers, we’re a place to connect with and influence businesses. For companies, we’re a platform for progress; a way to improve and innovate by engaging and collaborating with consumers. 

We’re driven by connection. It’s at the heart of what we do. Our culture keeps things fresh –– it’s built on the relationships we create. We talk, we laugh, we collaborate and we respect each other.  We work across borders and cultures to be a tangible symbol of trust in an ever-changing world. With vibrant office locations all around the world and over 50 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas. 

Our purpose is a tall order, but we keep it real. We’re a great bunch of humans, doing awesome stuff, without fuss or pretense. 

A successful Trustpilot future is driven by you –– we give you the autonomy to shape a career you can be proud of. If you’re ready to grow, let’s go. 

Join us at the heart of trust.

Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences  are valued and respected. Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religion, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status. Together, we are the heart of trust.

Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed and stored globally as necessary for the uses and disclosures stated in our Privacy Policy.

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