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April

Manager, Client Services Apac

BazaarVoice - Sydney, NSW

Marketing
Source: uWorkin

JOB DESCRIPTION

About Bazaarvoice
At Bazaarvoice, we create smart shopping experiences. Through our expansive global network, product-passionate community & enterprise technology, we connect thousands of brands and retailers with billions of consumers. Our solutions enable brands to connect with consumers and collect valuable user-generated content, at an unprecedented scale. This content achieves global reach by leveraging our extensive and ever-expanding retail, social & search syndication network. And we make it easy for brands & retailers to gain valuable business insights from real-time consumer feedback with intuitive tools and dashboards. The result is smarter shopping: loyal customers, increased sales, and improved products.

The problem we are trying to solve : Brands and retailers struggle to make real connections with consumers. It's a challenge to deliver trustworthy and inspiring content in the moments that matter most during the discovery and purchase cycle. The result? Time and money spent on content that doesn't attract new consumers, convert them, or earn their long-term loyalty.

Our brand promise : closing the gap between brands and consumers.

Founded in 2005, Bazaarvoice is headquartered in Austin, Texas with offices in North America, Europe, Asia and Australia. For more information, visit www.bazaarvoice.com.

In this role you will lead a team in charge of delivering best in class delivery and support services to our APAC client base. You will help ensure clients receive exceptional service in all aspects of the post sales process while also helping support the business's sales goals.
As manager of this team, you will be responsible for team performance metrics/reporting, resource optimization, process improvement, and ensuring consistent high rates of customer satisfaction. Additionally, you will be working with the sales and account management organizations to ensure service delivery projects align with client service objectives.
The successful candidate will be responsible for collaborating with multiple organizations and departments to improve customer engagement, delivery, and support programs to enhance customer satisfaction. You have experience building and maintaining excellent client relations and are comfortable communicating at all levels of an organization.

This role reports to the Vice President of Client Services at our HQ in Austin, Texas.

Bazaarvoice in APAC;
Based in Surry Hills, we have a small and culturally diverse local team responsible for the success of our Asia Pacific business. Our clients include a majority of Australia’s largest retailers as well as global and local brands. The region has a start-up vibe that benefits from the support of a larger global company. We are client obsessed, work hard and have a team culture that is both entrepreneurial and fun.

Job Responsibilities;

    • Drive best in class service experience for clients for all post-sales support activities including Engagement & Implementation services and Technical Support.
    • Hire, train, and manage team members including resource allocation across the various functions
    • Coach and support team members to help them meet departmental goals.
    • Mentor client service staff to ensure professional growth and related performance.
    • Annual performance management & merit reviews.
    • Coordinate projects and available headcount to manage utilization and capacity of resources to effectively drive high customer satisfaction levels.
    • Create & manage monthly/quarterly departmental reports to determine whether KPIs are being met and identify areas for improvement.
    • Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews.
    • Manage client escalations; act as the bridge between Services and the rest of the organization
    • Help create custom statements of work (SOWs) clearly detailing services activities, responsibilities, deliverables, timing, and pricing.

Requirements;

    • 3+ years’ experience in managing teams with a proven experience of managing, leading and developing a teams
    • Minimum of 5 years' experience in customer facing roles
    • Proven history of success in leadership roles
    • Communication and presentation skills in front of senior management-level audiences
    • Demonstrable experience collaborating with cross-functional teams and internal stakeholders at all levels
    • Excellent written and verbal communication skills
    • Exceptional time management and multi-tasking abilities
    • Ability to professionally resolve conflicts between customers or staff

Nice to have;

    • Experience scoping professional services for SaaS implementations and generating or executing SOWs
    • Experience in the SaaS software/ e-commerce industry
    • Professional project management or engagement management experience
    • Working Knowledge/experience with Salesforce
    • Bachelor’s degree or equivalent experience
    • Additional language skills
Why join Bazaarvoice?
  • We’re committed to client success: There are over 6,200 brand and retail websites in the Bazaarvoice network. Our clients represent some of the world’s leading companies across a wide range of industries including retail, apparel, automotive, consumer electronics and travel.
  • We’re leaders in consumer-generated content: Each month, more than one billion consumers view and share authentic consumer-generated content, such as ratings and reviews, curated photos, social posts and videos, about products in our network. Thousands upon thousands or reviews are added to the Bazaarvoice network everyday.
  • Our network delivers: Network analytics provide insights that help marketers and advertisers provide more engaging experiences that drive brand awareness, consideration, sales, and loyalty.
  • We’re a great place to work: We pride ourselves on our unique culture. Join a company that values passion, innovation, authenticity, generosity, respect, teamwork, and performance.
Our Employee Value Proposition

BV’s Impact on the Market:
We are shaping the way people shop, putting the shopper experience at the heart of everything we do. We partner with the worlds largest brands and our network’s impact is comparable to Facebook, LinkedIn and Google. If you shop or research online, it’s very likely that you’ve already interacted with Bazaarvoice. With market leading technology, shopper data that spans over a million shoppers and a billion shopper interactions a month, our future is limitless.

What this means in Services:
From a Client Services perspective we have a direct impact on the success of Bazaarvoice technology on some of the world’s largest eCommerce websites. Our work has a direct correlation to product sales of our customers large and small. It’s incredibly satisfying to be a key problem solver working with such well respected brands and retailers. Plus, in the end it’s consumers we’re really providing our services for, we’re helping consumers all over the world make well informed decisions on how they spend their money. The full extent of our impact is felt when Bazaarvoice, our customers, and their customers all win.

Professional Learning, Growth and Impact:
You can grow your career, your skills and professional experiences by working across a breadth of business initiatives, different global regions and innovative solutions. You have the opportunity to see tangible results from your direct contributions and build your own brand at Bazaarvoice. With new products and markets on the horizon, there has never been a more exciting time to be at Bazaarvoice.

What this means in Services:
Every client we work with has a unique set of challenges to overcome. When it comes to professional development, Bazaarvoice offers unparalleled opportunities to learn, grow, and expand your skill-set working alongside our clients. Whether dealing with questions of scale, new or antiquated technology, or dealing with
unexpected, never-before-seen problems, there is always something new to learn within the Client Services department.

Great People:
You will work with and help recruit bright, experienced, passionate and humble colleagues that bring diverse perspectives on a daily basis. We are open minded, respectful and transparent.

What this means in Services:
Within Client Services, as with Bazaarvoice as a whole, our people are our strength. We are curious and tenacious professionals that help bring order in the midst of chaos. We pride ourselves on finding the “best solution”, not just “a” solution to the problems we face. It’s inspiring to be surrounded by truly dedicated and driven colleagues who are committed to providing the best possible service to our clients. Plus, we’re a lot of fun to work with!

Culture:
You will be part of a vibrant culture where we celebrate, we collaborate and we come together generously to elevate one another & our community. We promote open dialogue at all levels and are generous with our time and ideas.

What this means in Services:
Through the Client Services team BV culture is on display to our clients (who are paying our bills) so to us culture means living out our values and keeping the customer first in all the we do. Internally our team culture is critical to our success. The most important element to us is teamwork, everyone’s contributions are important, everyone’s voice has value, and we can only thrive when we’re all in it together.

Commitment to diversity and inclusion
Bazaarvoice provides equal employment opportunities (EEO) to all team members and applicants according to their experience, talent, and qualifications for the job without regard to race, color, national origin, religion, age, disability, sex (including pregnancy, gender stereotyping, and marital status), sexual orientation, gender identity, genetic information, military/veteran status, or any other category protected by federal, state, or local law in every location in which the company has facilities. Bazaarvoice believes that diversity and an inclusive company culture are key drivers of creativity, innovation and performance. Furthermore, a diverse workforce and the maintenance of an atmosphere that welcomes versatile perspectives will enhance our ability to fulfill our vision of creating the world’s smartest network of consumers, brands, and retailers.

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