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Customer Success Manager at Stotles

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  • London
  • fulltime
  • ₤40,000 - ₤55,000 a year

About this Role & Why We're Hiring

 

We operate in a sector ripe for technological improvement. Our market is hungry for change.

 

We're hiring a motivated, analytical, and ambitious individual to engage and delight our customers at every touchpoint. Essentially, we want to make a long-term partnership with Stotles a no-brainer for any customer. Our customer base is growing quickly, so we need somebody excited by the opportunity to get in at the ground floor and help shape what Customer Success at Stotles looks like. Thi is a hybrid role, based in London UK. 

 

What You'll Do

 

You'll work closely with senior stakeholders from a portfolio of Stotles' most strategic accounts. You’ll uncover and solve for their critical business issues using the Stotles product, becoming a trusted advisor that delivers the best-in-class service for which Stotles is known.

 

Reporting into the Head of Customer Success, this role will be responsible for:

 

  • Developing clear and actionable Customer Success Plans, working with key stakeholders to identify their objectives, understand their success criteria and implement plans to meet those goals.
  • Managing key touch-points with priority accounts in their customer journey (from on-boarding, through Customer Objective Review (COR) meetings, into retention and beyond) to drive customer adoption / engagement and track progress against key measures of success.
  • Working closely with the Stotles Commercial and Product teams to develop the Stotles product in line with customer feedback.
  • Driving customer engagement and value with bespoke services, including scoping and delivery of custom research projects, utilising strong analytical skills to undertake quantitative work.
  • Developing and improving records of all relevant customer artefacts (e.g. proposals, decks, account plans, custom reports etc.).
  • Nurturing and escalating growth opportunities – including customer retention, upsell and referrals.
  • Injecting the voice of the customer into the heart of all decision-making at Stotles, ensuring to close the feedback loop with key stakeholders and creating Stotles advocates.

 

Who We're Looking For

 

Experience

  • 2+ years’ experience in customer facing services or research / business analyst role (e.g. consulting, sales/account management or client services).
  • Bachelor’s degree is desirable, or equivalent business experience.
  • Deep understanding of core Customer Success functions; able to deliver on-boarding and user adoption to drive account health.
  • Extensive experience building strong internal and external relationships.
  • Experience translating complex data sets into easily digestible client-facing reports: an interest in high quality analysis is a must.
  • Impeccable English (written and spoken)
  • (Good to have) experience working in a SaaS / start-up environment.

 

Mentality

  • Track record of showing initiative, and able to find ways to get things done when ambiguity is high.
  • Unafraid to say, "I don't know the answer. But I have a few ideas on how we can find out".
  • Able to listen, think logically, strategically, and tactically to solve complex problems and drive product / process improvement.
  • Being coachable and receptive to learning and feedback.

 

Methods

  • Freakishly organised; able to plan and meet deadlines in line with business and customer requirements.
  • Data-driven and outcome-focused. Able to understand and articulate technical concepts and devise sensible solutions.

 

  • SkillsExcellent interpersonal and communications skills; able to quickly build lasting rapport with people you have just met.
  • Understand the importance of trust-based relationships - with customers, prospects, partners, and colleagues.
  • Able to consistently set and meet deadlines with high attention to detail and personal standards of quality.
  • Quantitative ability: understanding and working with the data we share with our customers and deriving insights from it.
  • Highly proficient English (written and spoken).
  • Proficient in the use of Hubspot or other CRM (Salesforce, MS Dynamics etc..).
  • MS Office / equivalent business tools (strong knowledge of Excel, Powerpoint, etc).

 

Most importantly, we're looking for curious, ambitious people who love to learn new things. If (for any reason) you don't fit our requirements but you're passionate about our vision, don't hesitate to apply!

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