Description:
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 AU and NZ like Asahi, ASB, Goodman Fielder, Meridian Energy 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.
The role:
As a Customer Success Manager at Ideally, you will play a pivotal role in solving client problems and helping them use the platform to grow their ideas – whether NPD, marketing campaigns, or improve existing products in market and grow in category. Another way to think of this role is being an “Ideas Champion” for our customers - finding potential and possibility in ideas and helping bring great ideas to life. You'll be the second person in this important and growing Customer Success team, focusing on our AU based clients.
You will be responsible for onboarding new clients, driving upsell opportunities, managing renewals, as well as ongoing account management.
Additionally, you will have a curious mind for marketing, jump in to build a thriving community within the ideas and innovation world, including organising events, creating content, facilitating group activations, as well as collaborating closely with our Sales team and Research team to drive success for our customers.
Key Responsibilities:
- Client Support and Advice: Help clients solve their goals by proactively providing advice on 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 them achieve their NPD and marketing goals.
- Upselling and Renewals: Find more ways to solve client problems, for more people within the organisation (Marketing knowledge comes in very handy here).
- Community and Thought Leadership Activities: Help implement strategies which empower customers, including content creation, large scale customer events, special events for awesome clients and activations.
- 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.
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.
- Analytical mindset with the ability to identify opportunities for improvement.
- Proactive and self-driven with a passion for helping clients succeed.
Why Ideally?
- We’re a tight knit, supportive and super motivated team. Our team is brimming with ideas and opportunities to build great new products, and engineers with years of experience building SaaS products to a high standard.
- We're an Auckland, NZ based company with an office in Sydney as the home for our AU based sales and customer teams. The majority of our clients are AU based, awesome brands like Treasury Wines Estates, Arnotts, Chobani, TPG Telecom and many more.
- We're rapidly growing as a result of the incredible response we've had from customers. It's an awesome environment to get stuck in and be influential at steering the business to grasp the opportunity we've got and be an industry changing solution at a global scale.
- The team currently has a mix of working from home and in the office to build ideas together.
- Underpinning the experience are our competitive start-up salaries, ESOP arrangements, and other benefits.
Combine it all together and Ideally is irresistible.
We value diversity in all its forms
We welcome applications from people of all backgrounds. We know from research that female or non-binary applicants don’t always apply for roles they don’t feel 100% qualified for, so we encourage anyone who is interested to get in touch. Focus on the bullet points that match your experience, not the ones that don’t.
Our job posting is the starting point for a conversation, and we’re always excited to hear from people who are interested in working with us.