Business Success Manager

**Role Purpose**

**Role Description**
**Client, Partner, and Vendor Onboarding**
- Create and maintain product documentation including but not limited to technical specification documents, user guides, product assets sheets, product catalogues and pricing.
- Guide new client / partner / vendors through the onboarding processes to ensure efficient and effective implementation of products and/or services.

**Client Engagement and Relationship Management (Client / Partner / Vendor)**
- Foster and maintain strong, long-lasting relationships with clients / partners / vendors, ensuring their needs are understood and addressed effectively.
- Serve as the primary point of contact for client enquiries, escalations, and requests, and ensure timely and satisfactory resolution of issues.
- Regularly check in with clients to assess satisfaction, identify potential issues, and uncover opportunities for upselling or cross-selling.
- Monitor clients / partners / vendors account health and proactively engage to prevent churn or partnership / vendor issues.
- Identify satisfied customers and encourage them to act as advocates, providing testimonials, case studies, or participating in marketing activities.

**Client Satisfaction and Retention**
- Own the tracking and analysis of client success metrics and collaborate across internal teams in ensuring a cohesive approach to enhancing client accounts' overall health.
- Work closely with internal teams to address client feedback and requests and ensure that client needs are prioritized and addressed effectively.

**Product Relationship Management**
- Identify opportunities for upselling or expanding product usage to drive revenue growth.
- Provide clear and concise communication regarding any changes that may impact the client experience.
- Proactively identify opportunities to enhance the client experience and drive client satisfaction.
- Work with internal product teams to articulate client technical requirements in product development and planning workshops.
- Proactively conduct and curate market research, competitor analysis, client feedback as an input to internal product strategy and planning.
- Collaborate with internal teams to help manage the end-to-end product management lifecycle.

**Technical Implementation and Integration**:

- Manage end-to-end technical implementation processes post-deal closure, collaborating closely with internal technical teams and external clients to ensure seamless integration.
- Loop back into the Sales and Relationship Management (SRX) team to provide feedback and insights for continuous improvement.

**Operational Efficiency and Strategy Refinement**:

- Drive operational efficiency initiatives while refining and aligning strategies to meet evolving business needs.
- Leverage insights from client interactions and market trends to refine product offerings and strategies.

**Qualifications**:

- Bachelor's degree in business, marketing, computer / data science, or a related field (essential).
- +4 years of overall professional experience in business development, operational management, or client relationship management, preferably in consulting or technological environments, with at least 2 years working with technology-related products (essential).
- Strong background in data analytics with the ability to utilise data to drive informed decision-making (essential).
- Proven capability in owning client relationships at a junior to middle management level (essential).
- Proven experience in collaborating across stakeholder teams in successfully managing products throughout their lifecycle (essential).
- Demonstrated ability to work in a collaborative, cross-functional environment (essential).
- Strong organizational and project management skills (essential).
- Experience working in an Agile environment (preferred).
- Retail or eCommerce industry experience (preferred).

**Key Competencies and Work Ethic**
- **Strategic Thinker -** Capable of aligning analytics, strategy, and technology to develop long-term plans and roadmaps for client and product optimization within various verticals.
- ** Analytical -** Proficient in collecting, analysing, and interpreting data to guide decision-making processes related to client satisfaction, product enhancement, and revenue growth.
- ** Commercial/Business Acumen -** Demonstrates an understanding of financial principles and their impact on business operations, enabling effective decision-making to enhance commercial viability and profitability.
- ** Leadership -** Inspires and motivates cross-functional teams to achieve common objectives, while also fostering an environment conducive to innovation, collaboration, and continuous improvement.
- ** Collaborative Partner -** Builds strong relationships internally and externally, facilitating open communication, knowledge sharing, and the seamless integration of client needs with internal processes and initiatives.
- ** Change Management -** Adapts to evolvin