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Client Success Director - APAC

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**Why join Bazaarvoice?**

 

- We’re committed to client success: There are over 5K 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-half 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. Last year, 135K reviews were submitted each day.

- 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;**

<u><b>BV’s Impact on the Market;</b></u>

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 Client Success;**

Very simply Bazaarvoice work with some of the biggest brands and retailers in the market. We have such a huge impact in our client's businesses no matter how big or small, a way to talk about impacting millions of dollars in sales, and you don't get that everywhere. It's so compelling to realize that we work in an environment where our recommendations can shape a consumers shopping journey/experience or help make a product launch successful on a daily basis. These core elements are at the centre of everything we do.

<u><b>Professional Learning, Growth and Impact;</b></u>

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 Client Success;**

Bazaarvoice gives you the opportunity to grow YOUR career and professional development is decided by YOU! The environment that we have created makes you feel that you have a complete and challenging position with the opportunity to learn and grow on a daily basis. Within Client Success our employees feel they have the ability for personal and professional growth who are coached and supported by highly skilled and experienced managers who have followed the same journey at Bazaarvoice.

<u><b>Great People;</b></u>

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 Client Success;**

Great people makes Bazaarvoice the company it is with our employees at the centre of everything amazing we do! We are fortunate to work in an environment that is fun, challenging and collaborative where everyone has the ability to be their most authentic selves. We hire smart individuals who always bring great energy, team spirit and encourage humble and supportive behaviour. We are very proud of this!

<u><b>Culture;</b></u>

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 Client Success;**

Bazaarvoice is a place to have fun! We work hard but we are given the trust to do our jobs in a relaxed and flexible working environment. We make friends in our colleagues and with genuine trust and good relationships we get the most out of our time at work and enjoy each other’s company outside of work too! If you want to go to the gym at lunch, take a walk  and enjoy a flexible working environment, its about balancing your other commitments and hobbies and doing your job well. All of this contributes to having a support system that makes us all successful 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.


** **** About Bazaarvoice**

 

Bazaarvoice connects brands and retailers to consumers, so that every shopping experience feels personal. From search and discovery to purchase and advocacy, Bazaarvoice’s solutions reach in-market shoppers, personalize their experiences, and give them the confidence to buy. Each month in the Bazaarvoice Network, more than a billion consumers view and share authentic content including reviews, questions and answers, and social photos across 6,000 brand and retail websites. Across the network, Bazaarvoice captures billions of shopper signals monthly - data that powers high-efficiency digital advertising and personalization with unmatched relevance.


**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 Overview**

This is an account management role and as our Client Success Director (CSD), you will own the long-term relationship with a number of key clients. Your success is based on client retention. The core focus when consulting with clients will include:

- Developing a deep understanding of the client business and their priorities. 

- Working with them to develop a strategic and innovative Social Commerce program that will drive measurable success. 

- Analysing your clients’ business goals and matching these with the most impactful Bazaarvoice activity – and partnering with the different teams internally to deliver on this. 


**Is this opportunity a good fit for you? **

Bazaarvoice are client obsessed and as the job title suggests, this is a heavily client orientated role so we’re expecting you to possess the same passion and drive too! Firstly, you’ll be responsible for owning a portfolio of circa 30 accounts, so you must have a highly disciplined and organised approach to servicing clients simultaneously and in a programmatic manner. You’ll be someone who can comfortably prioritise your workload and easily build trust and rapport when developing and owning client relationships through phone, email, events and in person.

 

You’ll love discovering the clients’ internal business success metrics and be able to advise, influence, and define key ROI measurements. This will include recommending strategies and tactics to achieve the desired results. You will ensure that key clients stay on track in their execution of their success plans, so educating and helping them understand the value they are receiving from Bazaarvoice’s solutions is essential. This also includes consulting clients to promote and leverage customer-generation content for their websites and other channels (online and offline). 

 

Moreover, you’ll also be a very strong planner and able to look 6 months ahead of each client’s contract renewal and facilitate that process. You’ll be proactive in identifying opportunities to expand the scope of Bazaarvoice’s footprint within the client’s business. Finally, you’ll also advocate internally for client needs within Bazaarvoice and ensure your individual customer achievements are recognised internally too.


**Summary**

This role is vital in ensuring we forge on going and excellent strategic relationships with our clients. You are going to be working in the vibrant and exciting area of social commerce with some of the world’s leading brands. If you have the relevant experience and up for this new challenge, please apply today!


## The key things we are going to be looking for in your CV and assessing you on are:

- **<u>Eseential;</u>**

- University degree or similar. 
- Minimum 3+ years’ experience in account management, ideally within software, research, online and/ or other marketing/ e-commerce technologies. 
- Industry knowledge in any of the following: retail, manufacturing, consumer electronics, CPG, media or financial services. 
- Ability to navigate and build champions across complex client organizations, tailoring strategy recommendations based on identified business issues.
- Proven ability to prioritise and manage workload across multiple accounts concurrently. 
- Customer-centric with a focus on delivering value (KPIs definition tracking).
- Outstanding oral, written, and presentation skills. Coupled with public speaking experience (executive level audience). 
-  Travel: some of your time will be spent travelling to meet with clients – predominantly across the region. Travel will also be required to attend training and team events in Austin, Texas.
- Positive, self-starter attitude with absolute willingness to go the extra mile and exceed expectations. 
- Attention to detail, highly organised, with an absolute focus on quality of work. 
- Fluency in Japanese.
- Full authorisation to work in Australia with no restrictions.

- **<u>Desirable;</u>**
- Marketing and/ or e-commerce program management experience. 
-  Knowledge of and/ or previous experience with the kind of brands/ retailers that Bazaarvoice work with.