Customer Success Manager


The Role:
The Customer Success Manager supports Streem’s customers to use and get the most from the company’s realtime media intelligence platform and serves as the main point of contact and liaison between customers and the broader Streem team. In this role, you’ll be working across a group of 70+ customers to support their inbound support and troubleshooting requirements. In the CS role your job will be to ensure customers are well trained and can effectively use Streem to do all their daily tasks (listen for news, build reports, create insights, distribute media coverage, send media releases etc).

Responsibilities include (but are not limited to):
  • Serve as the main point of contact and liaison between customers and the broader Streem team, and help each customer to get the most from the Streem platform
  • Manage a dedicated Client Success inbound enquiries inbox, including triaging and troubleshooting requests and managing response times.
  • Respond to customer enquiries via email and live chat.
  • Take ownership of new accounts and manage their onboarding including the creation of keyword/boolean searches and platform set-up
  • Train and educate customers to address enquiries through existing self-service tools available within Streem’s platform.
  • Further develop self-help resources to address customer enquiries
  • Spearhead internal cross-functional improvement projects to improve customer-service at scale
  • Ability to handle complex customer issues, and prioritise important issues
  • Other duties determined by Streem from time to time

What skills and experiences you’ll need:
  • 1+ years experience in Account Management/Account Service/Customer Success/Customer Support or similar
  • Excellent written communication skills
  • Proactive and enjoys a face-paced environment
  • Strong customer-facing skills with the ability to take initiative and adapt to changing situations
  • Positive can-do attitude, energetic, and media-savvy
  • Ability to manage conflicting priorities and deadlines while maintaining sharp attention to detail
  • Critical thinking skills to manage complex customer issues with confidence and patience
  • Bachelors or Masters Degree in Communications/Media/Public Relations/ or relevant field are preferred
  • Australian permanent residency or be an Australian citizen
  • Experience working with Excel, Project Management Tools/CRM tools/Boolean Search
  • Media/news/content experience
  • Have a keen interest in the Australian media landscape

Benefits and perks:
  • Working with a group of 100+ dedicated, motivated, and loyal staff
  • In-house dining (lunch) prepared by Streem’s dedicated chef 4x days per week
  • External reward activities based on performance
  • 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 mental health days when you need them
  • Access to an Employee Assistance Program (EAP), providing you an outlet for confidential support in your personal and professional life

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