Streem
Customer Experience Manager
Streem is the ANZ market’s leading media intelligence group, delivering comprehensive and realtime Print, Online, TV, Radio and Social media monitoring, insights and reporting.
Sales and Customer Success
Full-time
Hybrid | Surry Hills, NSW, AU
Visa sponsorship · No
Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
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Why Streem
From its market launch in 2017, Streem has grown rapidly to service over 500 of Australia and New Zealand’s largest corporate and government organisations including Telstra, Qantas, Bunnings, Woolworths, Lendlease and more than half of the federal government.
Technology and people are at the centre of Streem’s growth, with a team of 150+ account managers, engineers, product specialists, media analysts and a leadership team driving the company’s platform and market offering.
- You'll be working with a group of 150+ dedicated, motivated, and loyal staff.
- We are lucky enough to have in-house dining (lunch and a snack bar) prepared 4 days a week by Streem’s dedicated Chef Meg!
- A range of corporate discounts on homeware, kitchenware, movie vouchers, tech gear, and much more.
- Paid Parental Leave.
- Novated Leasing
- Access to education and training paid for by Streem, to the value of $3k per year for each staff member + access to salary sacrifice.
- Additional leave including your birthday and wellbeing days when you need t them.
- Access to an Employee Assistance Program (EAP), providing you an outlet for confidential support in your personal and professional life.
- Pet friendly office.
- External reward activities based on performance.
About the role
The purpose of the Customer Experience Manager is to manage retention and renewal activities, including but not limited to approaching customers, facilitating meetings, customer feedback sessions, preparing pricing and proposals, negotiating pricing.
Role-Specific duties:
· Identifying and reporting of churn risks early and recommending intervention plans
· Maintain existing tracking tools to measure performance and customer lifecycle
· Support pricing recommendations and support tender preparation
· Develop customer insights and data to enhance current and future retention strategy
· Work closely with the Head of Customer Experience and their teams to implement and manage all customer retention initiatives and strategies (such as the Streem Strategic Reviews etc)
· Identifies and facilitates upsell and cross-sell opportunities during the customer renewal period that directly address known customer pain points.
· Foster strong relationships with key customer stakeholders to ensure customer satisfaction and loyalty.
What you'll be responsible for
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Customer Advocacy and Feedback
Advocate for customers by providing feedback to internal teams on how to better meet customer needs
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Account Retention and Expansion
Proactively identify opportunities for expansion and limit risk of churn by collaborating with clients to deliver on actions
Skills you'll need
- 🤝
Negotiation
Persuades others to shift their views and/or behaviours with the goal of reaching consensus
- 👥
Collaboration
Works with others by being open, clear in communication and listening to achieve goals
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Decision Making
Considers the costs and benefits of potential actions and determines the most appropriate one
Meet the team
Applying with Hatch
Streem is using Hatch to accept applications for this role. Hatch helps you demonstrate your fit, no matter your background.
Learn more about Hatch