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Customer Success Manager at Siteimprove

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  • London
  • fulltime
  • -
  • At Siteimprove, the Customer Success Team is a critical part of our current and future success. We take the success of our customers incredibly seriously and we are now looking to add a new member to our Customer Success Team in London to make sure we keep delivering on our proactive approach to customer service. 

    The Customer Success Manager is responsible for ensuring high value (Commercial and Strategic) Siteimprove Customers are consistently successful with their subscription. A result of these efforts should be a high retention rate of Yearly Contract Value, identification of contract expansion opportunities as well as customers willing to participate in promotional projects such as case studies and testimonials. 

    The Customer Success Manager’s expertise in all things Siteimprove combined with the understanding of digital marketing and customer goals allows the Customer Success Manager to work with decision makers to outline an ongoing success strategy with their subscription while providing the appropriate assistance and resources to end users so they can follow through on established goals. Customers will see the Customer Success Manager as an advisor they can trust not only related to Siteimprove but in improving their approach to the web overall. 

    What the Roles is About

    Responsibilities  

    • Meet and exceed retention, contract expansion and overall customer satisfaction goals with assigned Commercial and Strategic customers

    • Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services

    • Work with clients to establish critical goal, or other key performance indicators and aid the customer in achieving their goals

    • Assist sales with high value prospects in final stages of the sales process with the goal of increasing conversion rates while providing a seamless experience to new customers

    • Manage account setup and onboarding for all assigned customers

    • Conduct scheduled Executive Business Reviews (EBR) for all assigned customers at intervals determined by customer value. This may require travel to visit the customer at their location

    • Provide additional training, resources and support to assigned customers as needed. This includes but is not limited to responding to all inbound requests from our website, telephone, email or other campaigns

    • Proactively connect with all assigned customers that show signs of possible subscription cancellation or downgrade and work with them to reduce that risk

    • Work with assigned customers that communicate their intent to cancel or downgrade their subscription with the goal of understanding why they would like to cancel or downgrade and if possible get the customer to renew

    • Identify upselling and/or marketing opportunities and provide leads to the appropriate team

    • Maintain detailed knowledge of all assigned customers in order to provide relevant and valuable recommendations unique to each customer.

    • Maintain expert level knowledge on product features, advantages, benefits, pricing, contract details and selling points for effective communication

    • Partner with other departments to ensure customer needs are met

    • Maintain up to date information, status, documentation and other pertinent details of assigned customers in Siteimprove’s Customer Relationship Management (CRM) tool

    • Attend meetings and other company functions necessary to perform duties

    • Performs other related duties as assigned.

    What We Require of You

    • Bachelor's degree in Business Administration, Communications, Marketing or related field, or any equivalent combination of experience and training that provides the required knowledge, skills and abilities

    • Minimum 5+ years of experience working in a professional environment in customer success/account management role

    • Valid Passport.

    What We Would Love About You

    • Ability to navigate in an Enterprise organisation structure to manage and build relationships at an Executive level. 

    • Self-starter with demonstrated record of acquiring knowledge above and beyond what is needed to complete assigned tasks 

    • Strong listening ability and persuasiveness to use appropriate interpersonal styles and communication methods

    • Proven customer focus experience ensuring the customer perspective is a driving force behind business decisions and activities

    • Excellent problem solving and creative thinking skills

    • Proven ability to be a business advisor by creating valuable business partnerships with customers

    • Proven track record of delivering measurable results• Excellent, time management, organisational and planning skills

    • Experience in digital marketing and customer success  and knowledge of and/or experience with a CRM tool

    •  High level knowledge of Digital Content Creation, eAccessibility, Search Engine Optimization, and Digital Analytics

    • Software-as-a-Service (SaaS) experience with customer success 

    • Excellent English verbal and written communication skills working in a professional environment.

    We also offer amazing perks!

    • Great and inspiring Company Culture - we are passionate, innovative and people-centric. We’re consistently named as a great place to work across the globe

    • Amazing team with lots of socials + pool & table tennis in the office

    • Outstanding Office Location - we are located in the Shard, next to London Bridge

    • Health care, generous annual leave & pension.

    What You May Already Know About Siteimprove

    Siteimprove is a Danish-founded multinational company with 600 employees worldwide. In addition to our headquarters in Copenhagen, we have offices in 14 other locations worldwide and our more than 7,000 customers are spread across North America, Europe, and Asia-Pacific.

    How To Apply:

    Please use the link provided here at WorkinStartups.

    Siteimprove is a global corporation and has developed data practices designed to assure your personally-identifiable information is appropriately protected. Please note that personal information may be transferred, accessed and stored globally as necessary for the uses and disclosures stated in accordance with our Privacy Policy at Siteimprove.com/privacynecessary for the uses and disclosures stated in accordance with our Privacy Policy at Siteimprove.com/privacy.

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