Customer Success Executive

Job Description

• Join the rapidly growing e-commerce industry
• Flexible working conditions
• Work Melbourne, Sydney or remote

Balance Internet is an innovative, rapidly growing company that specialises in the design and development of high-performance eCommerce solutions for Government, Educational and Commercial Enterprises.

Our team of 80+ eCommerce professionals enjoy an open, creative and vibrant environment with business values based on authenticity, accountability, curiosity, respect, agility, and passion. 

As a member of the Publicis Groupe, we work closely with Adobe, Magento and other vendors to contribute to their products and to ensure we are using the best possible approaches and technologies. We also specialise in progressive web applications with Magento and other platforms.

We maintain all core capabilities in-house, including: Strategy Consulting, BA, Architecture, Backend and Frontend development, Enterprise Integrations and QA/QC.

We are stimulated by innovation and the delivery of quality solutions that deliver real value to our client partners. We work hard, collaborate and learn from each other, enjoy each other’s skills and company and celebrate our quality work and achievements.

What you’ll do

The Customer Success Executive is responsible for functional and technical support, analysing performance of the implementations, identification of potential features and improvements, prioritisation (in collaboration with the client) of the work items in the project and sprint backlog, and ongoing reporting for a set of the company customers assigned to the Customer Success Executive.

Specifically, the Customer Success Executive, will have the following roles and responsibilities:

• Participation in the work in progress (WIP) meetings with the client to gain an understanding of the client business priorities and update on the progress of the works executed within the Customer Success stream
• Periodically enquire about the marketing campaigns to ensure that proper preparations and planning are done upfront.
• Maintain the on-demand communications with the representatives of the customers to assist with the features and configuration of the platform and services, feature requests, analytics and incidents/problems.
• Communications with the representatives of the assigned clients on the regular basis and regularly update the assigned representatives of the client on the burn down of the hours during the sprint and deviations from the original estimates
• Periodic review of the performance of the clients’ eCommerce to assess sales, conversion rates, performance, running costs, infrastructure metrics and other relevant metrics for the implementation to identify the potential features and improvement, and benchmark the implementations
• Analyse the incidents occurring on the implementations to identify the root causes/problems and suggest the ways to address the problems
• Collaboration with the client representatives and other stakeholders at Balance Internet to prioritise the items in the project backlog, groom the backlog and form the sprint backlog

What you’ll be measured on

The Customer Success Executive will be measured on the following key performance areas:

• Provision of the superior service to the clients as part of the retainers, fixed price estimates and blocks of hours sold
• Client communications as per the agreed schedule
• Reliable and timely reporting on the status of the accounts covering earned value characteristics, time characteristics for the tasks in the pipeline
• Invoicing planning and reporting
• Proactive analysis of the client implementations and provision of the recommendations

 What you’ll need

• A Bachelor’s degree or 2+ years of relevant experience in IT / Digital / eCommerce
• Certified SCRUM Master/ ITIL
• Magento Certified Solutions Specialist (optional)

Who we are looking for:

We need a Customer Success Executive who:

• Communicates fluently, orally and in writing, and can present complex information to both technical and non-technical audiences
• Ability to efficiently interact with and influence a variety of stakeholders
• Understanding of Web-related technologies and development patterns
• ·Works under broad direction, self-initiated and take responsibility for meeting allocated technical project/ supervisory objectives