Are you a charismatic communicator who loves to drive revenue? Are you passionate about customer success and want to make a difference? Look no further because we have an exciting opportunity for you! We are searching for a Customer Success Manager to join a dynamic and collaborative team.
Our client is a leading international sales intelligence company, providing access to premium data that helps global revenue teams transform their approach to prospecting and achieve predictable and prosperous outcomes. Our company values reflect who we are as a team, and we are Nice, Collaborative, Solution-Focused, Understanding, and celebrate Individual Contributors. We are committed to creating a diverse and inclusive global workplace that encourages you to achieve your goals while having fun along the way!
As a Customer Success Manager, you will be a crucial member of our team, responsible for understanding our customers' strategic objectives and driving adoption, retention, and satisfaction across our customer base. You will be expected to develop success plans outlining how our products will impact their business goals and design solutions and consultative approaches specific to our Mid-Market customers. You will proactively identify and mitigate risks, provide onsite and remote support, and drive significant ROI for all customers, including cross and upselling.
Here's what you'll be doing:
- Understanding customers' strategic objectives and priorities
- Developing success plans outlining how our products will impact their short-term and long-term business goals
- Driving adoption, retention, and customer satisfaction across the customer base
- Developing metrics for success and working to schedule and execute Quarterly SBR's (Strategic Business Reviews)
- Ensuring account issues are resolved quickly, leveraging or escalating to resources from across the company as needed
- Designing solutions and consultative approaches specific to our Mid-Market customers
- Working with key partners to identify and share best practices, drivers of business success and customer experience
- Proactively identifying and mitigating risk by running personalised and well-structured outreach to customers where there are opportunities to optimise their use of the platform
- Providing onsite and remote support to assigned customers as appropriate
- Driving significant ROI for all customers, including identification of cross and upselling
- Influencing and engaging internal team members to deliver against objectives
- Proactively assessing, clarifying, and validating customer needs and expectations on an ongoing basis to ensure the highest satisfaction levels
- Making timely decisions and implementing strategies to drive customer success
Here are the skills you'll need:
- 1+ year experience in a customer success department
- Excellent listening and presentation abilities
- Personable, with excellent client relations skills
- Ability to juggle multiple accounts at a time, while maintaining sharp attention to detail
- Self-starter and highly motivated, with the ability to work individually under pressure
- Results-focused
Here are the benefits of this job:
- 25 days' holiday, PLUS all the usual UK public and bank holidays
- A day off for your birthday!
- Cycle to Work scheme
- Generous Maternity and Paternity Leave
- Cushion Pension Scheme (auto-enrol after 3 months)
- Monthly Wellbeing Allowance
- Access to Spill – our slack integrated therapists
- Commitment to the Armed Forces Covenant
- Learning and Development budget
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