Customer Success Manager, APAC

Job Title: Customer Success Manager, APACContract: Permanent, full-timeSalary: $121,400Location: Australia, Sydney
BMJ Group is one of the world's leading healthcare knowledge providers with a vision for a healthier world. We influence health policy and practice, and our products and services are used by leading healthcare organisations, research institutes and companies around the world.
We’re looking for a proactive and confident Customer Success professional to work with some of our most valued customers, ensuring an excellent experience at all stages of their journey with BMJ Group.
This critical role requires an excellent communicator and influencer with experience of the research landscape and a passion for customer service. The role also involves extensive travel, and engaging with senior leaders in some of the most influential research and healthcare institutions in the region.
If this is you, please get in touch. In return we can offer you a varied and interesting role with an innovative and competitive global company.
Key Responsibilities
Customer Relationship Management: Building strong relationships with and expanding your networks beyond the purchaser to other stakeholders.Leading Evaluations: Designing and implementing evaluations for major customers, setting clear success metrics and measurable outcomes.Increasing customer value: Using customer and data insights to identify unmet needs and introducing new products in discussions with customers where appropriate. Conducting annual account reviews.Demonstrating impact: Working with customers to develop testimonials, case studies and other materials demonstrating the impact of BMJ’s products and services.Onboarding and Engagement: Ensuring successful onboarding of new customers and leading strategies to encourage adoption of BMJ Group’s products and services.Event Delivery: Executing customer training sessions, workshops and events. Attending industry conferences.Collaboration: Working with Product, Sales, Customer Support and Marketing colleagues to ensure overall customer success.
Skills & Experience
B2B customer success experience, preferably in STM and/or healthcare. Knowledge of the healthcare landscape, clinical decision support, journals/open access, trends, and competitors.Experience using data for storytelling, demonstrating impact and identifying unmet needs.Proven experience of working in a matrixed organisation, engaging with sales, marketing and product teams.Highly skilled and confident communicator. Able to network and build rapport with senior stakeholders. Polished presenter, comfortable in large groups and one-to-one settings.