Business Success Manager – Data Ecosystems

Role Purpose

The Business Success Manager is a member of the Data Ecosystems team, responsible for supporting the Business Head and Tribe Squad Leads in the managing of effective relationships with clients and partners. The Business Success Manager will collaborate with internal stakeholders to develop client / partner / vendor analyses and support the translation of these into meaningful data products, partnerships, and initiatives. The ideal candidate will possess a minimum of 5 years working experience, with excellent relationship management skills (either as a service buyer or service seller), an understanding of product management principles, and a deep appreciation for data and analytics.

Role Description
Client, Partner, and Vendor Onboarding

• Create and maintain product documentation including but not limited to technical specification documents, user guides, product assets sheets, product catalogues and pricing.
• Guide new client / partner / vendors through the onboarding processes to ensure efficient and effective implementation of products and/or services.

Client Engagement and Relationship Management (Client / Partner / Vendor)

• Foster and maintain strong, long-lasting relationships with clients / partners / vendors, ensuring their needs are understood and addressed effectively.
• Serve as the primary point of contact for client enquiries, escalations, and requests, and ensure timely and satisfactory resolution of issues.
• Regularly check in with clients to assess satisfaction, identify potential issues, and uncover opportunities for upselling or cross-selling.
• Monitor clients / partners / vendors account health and proactively engage to prevent churn or partnership / vendor issues.
• Identify satisfied customers and encourage them to act as advocates, providing testimonials, case studies, or participating in marketing activities.

Client Satisfaction and Retention

• Own the tracking and analysis of client success metrics and collaborate across internal teams in ensuring a cohesive approach to enhancing client accounts' overall health.
• Work closely with internal teams to address client feedback and requests and ensure that client needs are prioritized and addressed effectively.

Product Relationship Management

• Identify opportunities for upselling or expanding product usage to drive revenue growth.
• Provide clear and concise communication regarding any changes that may impact the client experience.
• Proactively identify opportunities to enhance the client experience and drive client satisfaction.
• Work with internal product teams to articulate client technical requirements in product development and planning workshops.
• Proactively conduct and curate market research, competitor analysis, client feedback as an input to internal product strategy and planning.
• Collaborate with internal teams to help manage the end-to-end product management lifecycle.

Technical Implementation and Integration:

• Manage end-to-end technical implementation processes post-deal closure, collaborating closely with internal technical teams and external clients to ensure seamless integration.
• Loop back into the Sales and Relationship Management (SRX) team to provide feedback and insights for continuous improvement.

Operational Efficiency and Strategy Refinement:

• Drive operational efficiency initiatives while refining and aligning strategies to meet evolving business needs.
• Leverage insights from client interactions and market trends to refine product offerings and strategies.

Qualifications:

• Bachelor's degree in business, marketing, computer / data science, or a related field (essential).
• +4 years of overall professional experience in business development, operational management, or client relationship management, preferably in consulting or technological environments, with at least 2 years working with technology-related products (essential).
• Strong background in data analytics with the ability to utilise data to drive informed decision-making (essential).
• Proven capability in owning client relationships at a junior to middle management level (essential).
• Proven experience in collaborating across stakeholder teams in successfully managing products throughout their lifecycle (essential).
• Demonstrated ability to work in a collaborative, cross-functional environment (essential).
• Strong organizational and project management skills (essential).
• Experience working in an Agile environment (preferred).
• Retail or eCommerce industry experience (preferred).

Key Competencies and Work Ethic

• Strategic Thinker - Capable of aligning analytics, strategy, and technology to develop long-term plans and roadmaps for client and product optimization within various verticals.
• Analytical - Proficient in collecting, analysing, and interpreting data to guide decision-making processes related to client satisfaction, product enhancement, and revenue growth.
• Data Proficiency - Possesses a deep understanding of data's potential and applications, utilizing insights to drive operational efficiencies, identify opportunities, and address challenges within the business ecosystem.
• Commercial/Business Acumen - Demonstrates an understanding of financial principles and their impact on business operations, enabling effective decision-making to enhance commercial viability and profitability.
• Leadership - Inspires and motivates cross-functional teams to achieve common objectives, while also fostering an environment conducive to innovation, collaboration, and continuous improvement.
• Collaborative Partner - Builds strong relationships internally and externally, facilitating open communication, knowledge sharing, and the seamless integration of client needs with internal processes and initiatives.
• Change Management - Adapts to evolving market trends and technological advancements, driving innovation and leading initiatives to transform challenges into opportunities for growth and development.
• Strong project management, planning, and organization skills - Efficiently organizes and prioritizes tasks, managing multiple projects with varying complexities to meet deadlines and deliver results within a fast-paced and dynamic environment.
• Highly Organised and Operationally Efficient - Focuses on optimising processes and workflows to enhance productivity, minimise costs, and maximise resource utilisation, while also ensuring alignment with strategic objectives and client needs.
• Innovative Problem-Solver - Encourages a culture of creativity and experimentation, proactively seeking innovative solutions to address client challenges, enhance product offerings, and maintain a competitive edge in the marketplace.
• Excellent Communicator - Articulates complex concepts and analytical findings clearly and effectively to diverse audiences, both internally and externally, fostering understanding, alignment, and collaboration towards common goals and objectives.