Storyteq Looking for Customer Success & Support Manager APAC (based in NZ) at New Zealand Full Time

Description

Hi, we are Storyteq! ??

Storyteq helps marketing and creative teams in top brands to scale their creative production and gain control over their marketing campaigns. Through our platform our clients can streamline campaign workflows, automate their creative production through templates & AI and activate engaging campaigns that go-to-market faster.

We believe creativity takes time, but creative production shouldn’t. Since 2016 our mission has been to revolutionize the way creative assets are created and used. Magic happens when we let technology empower creativity.

Our endless curiosity and relentless commitment to our customers lie at the heart of our problem-solving approach. This shared mission is woven into our values: we take risks (be bold), thrive on change (move fast), and lead with trust (stay familiar).

About The Job

We are looking for an outstanding Customer Success & Support Manager whose primary aspect will be client success.

You will be responsible for delivering exceptional client service support to our APAC clients, ensuring clients are receiving the maximum value from our software, as well as being responsible for the management of the day-to-day (BAU) servicing, production, support, training and account management requirements of our client base and their platforms.

You will be the go-to support person for managing and triaging all platform-related requests and issues (received via ticketing system), so having a technical background working with SaaS products, will greatly assist you to quickly learn the various platforms, be able to identify solutions and provide outstanding client support.

This position allows you to be based in New Zealand.

Requirements

Your main responsibilities

Client Support

• Produce and manage Account Plans for all clients including collating monthly usage reports
• Conduct regular WIPs with clients including producing contact notes and following up actions
• Receive and triage all requests through ticketing system
• Process and manage requests and briefs for development and configuration changes with internal teams plus provide quotes when required.
• Implement system admin changes
• Provide system training

Administration

• Produce all monthly usage reports for invoicing
• Process all client monthly invoices and purchase orders.

Relationship Management

• A key aspect of the role will be to build a high level of trust and interpersonal relationships with all clients in your portfolio and in others where you are assisting.
• Build and maintain successful relationships with head office in Europe plus extended teams.

Process Improvement

• Actively contribute to Storyteq APAC’s success and growth by providing feedback and suggestions where areas of improvement are identified.

Besides fun to work with, you …

• Have excellent verbal and written communication skills.
• Have previous exceptional client/stakeholder relationships.
• Have previous experience in marketing and technology.
• Are solutions focused and a problem solver with outstanding attention to detail.
• The ability to work autonomously, collaborate as a team and take initiative.
• Have intermediate or above experience with the Microsoft Office suite, especially Word, Excel and PowerPoint.
• Qualifications in marketing, advertising, technology, communications, or customer service.
• An appreciation of global time zones and an understanding that this can require work out of normal working hours.

Things we love at Storyteq:

• Be entrepreneurial
• See and seize opportunities
• Take ownership
• Focus on impact
• Be ambitious

Benefits

• An excellent salary $60-70k (AUD) gross/year (based on experience)
• Four weeks annual leave
• Flexible hybrid working model (2-3 days in the office) NZ;
• Excellent tools: High-end laptop and monitor, and everything in-between
• Mental health and wellbeing support: Access to OpenUp