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About the Role

Serve as a trusted advocate for a large portfolio of customer accounts, ensuring high levels of satisfaction, loyalty, and retention. Proactively identify churn risks and growth opportunities, and support customers in maximizing their investments through guidance and training.

Responsibilities

• Manage a large portfolio of customer accounts, serving as a trusted advocate to ensure high levels of customer satisfaction, loyalty, and retention
• Proactively identify churn risks and growth opportunities through regular account analysis and customer engagement
• Support customers in maximizing the value of their Nearmap investments through targeted guidance, training, and best practice recommendations
• Execute smooth renewal processes and drive expansion opportunities to increase customer lifetime value
• Provide timely, targeted engagement tailored to each customer's unique needs and business objectives
• Conduct territory and account planning to develop and execute strategies that drive customer engagement and retention
• Analyze customer data and metrics to derive actionable insights and inform strategic account decisions
• Act as the voice of the customer by gathering feedback and providing valuable insights to internal teams to support product and service improvements
• Collaborate cross-functionally with Sales, Product, and Support teams to ensure seamless customer experiences and successful outcomes
• Operate autonomously on day-to-day account management tasks whilst escalating complex challenges appropriately
• Apply sound judgment to analyze moderately complex challenges and determine appropriate solutions within established guidelines
• Use data-driven approaches to investigate issues and contribute to resolution efforts that support customer retention and success
• Adhere to company guidelines and the corporate Code of Conduct, acting ethically when dealing with company assets and other people

Requirements

• Bachelor's degree
• 4+ years of experience in Customer Success, Consulting, or Technical Pre-Sales in a SaaS or high-tech company
• Proven ability to map customer business processes to product capabilities
• Demonstrated success in managing customer engagement strategies that drive retention and growth
• Excellent interpersonal and communication skills, with the ability to engage executive stakeholders effectively
• Strong negotiation and decision-making skills with a data-driven approach to prioritization
• Ability to build and maintain trusted relationships with customers and internal teams
• Experience handling escalations and collaborating with Sales and Support teams
• Proficiency in Salesforce and Microsoft Office
• Commercial acumen and ability to identify and act on growth opportunities
• Exceptional program management skills combining creative problem-solving, analytical thinking, and business acumen
• Cultural awareness and appreciation for diversity in professional environments

Skills

• Customer Success
• Consulting
• Technical Pre-Sales
• SaaS
• High-tech
• Salesforce
• Microsoft Office
• Negotiation
• Decision-making
• Program management
• Problem-solving
• Analytical thinking
• Business acumen

Location

• Remote

Work Type

• Hybrid
• Full-time

Experience Level

• 4+ years

Education Level

• Bachelor's degree

Benefits

• Quarterly YOU Days: four additional days off per year
• Paid Volunteer Days: two and a half days per year
• Nearmap Days: additional days off after every two years of service
• Generous parental leave policies
• Annual flu vaccinations, Skin Checks & Full Medical Checks
• Access to Private Health Insurance corporate discounts
• Tech & Wellbeing allowance
• Catered in office lunches
• Quarterly Parties
• LinkedIn Learning License
• Nearmap subscription

About the Company

• Nearmap is an Australian-founded, global tech pioneer innovating the location intelligence game.
• Customers rely on Nearmap for consistent, reliable, high-resolution imagery, insights, and answers to create meaningful change in the world and propel industries forward.
• Harnessing its own patented camera systems, imagery capture, AI, geospatial tools, and advanced SaaS platforms, Nearmap stands as the definitive source of truth that shapes the liveable world.
• We’re a SaaS company, with proprietary hardware and software that’s continuously advancing through our commitment to innovation.
• Our impact comes from our people, applying complex analysis, interpretation and artificial intelligence that opens up all sorts of possibilities for our customers.
• We move fast and work smart; often wearing multiple hats.
• We adapted to remote working with ease and are continually looking at ways to improve.
• We’re proud of our inclusive, supportive culture, and maintain a safe environment where everyone feels a sense of belonging and can be themselves.