Customer Success Manager
at Recruitment365 in London
(₤35000 - ₤45000 per year)
We are looking for an organised, analytical and curious Customer Success Manager to join a leading enterprise software company based in London. They provide an innovative platform to some of the biggest companies in the UK and globally. Being a scale-up business, they are now entering the new phase of their fast growth and very ambitious international expansion.
You will become a product expert, knowing the platform, marketplace and methodology inside-out to provide advice and best practice support internally and externally. It’s important that you are a conscientious individual, always wanting the best for the customers and the team.
As the Customer Success Manager, it will be your responsibility to gain a detailed understanding of customers’ business structures, people, challenges and requirements to ensure the platform is used to run various initiatives and become part of your clients daily working processes. Along with this you will be required to run complex client renewals to close out in advance of deadlines – forecasting renewal times, percentage and upsell, carrying a specific target number.
You will become an Expert and Advisor doing the following:
*Shift existing client perceptions and habits to encourage widespread change and adoption of platform and methodologies. *Contributing to pre-sales conversations to help win new customers. *Training and enablement of customers on the methodology, industry best practice and how to use the platform for success.
Part of your role will entail account management and retention to a variety of clients. This will involve:
*Driving customers’ strategy and growth to embed use of the platform, prove value and create customer advocates. *Carry out Land and Expand strategy by taking new clients and mapping out their delivery plan and potential growth path, managing diverse customers and deliverables. *Working with the client to plot out short, medium and long-term account goals and milestones. *Ensuring the platform is successfully embedded in the organisation by identifying new use cases and working to get the client set up with full user adoption. *Working closely with On-boarding Managers on the set up of new clients to ensure you are well placed to drive forward strategic growth post On-boarding. *Ensuring customers are fully engaged in customer advocacy programmes, participating in thought leadership activities and the community.
Relationship Management and People:
*Building relationships with key customer contacts to ensure high levels of satisfaction and ensure continued growth and partnership. *Building client trust throughout client engagement to foster honest and robust working relationships and become a trusted advisor. *Influencing customers to adopt best practice set up and approaches to bring about long-term success of their initiatives. *Working closely alongside other teams, as well as any external partners or consultancies to ensure we are meeting and balancing all needs. *Participating in though leadership and client events and social activities to form genuine relationships beyond day to day activities. *National and international travel to visit customers onsite, as well as online meetings.
We are looking for someone with the following characteristics:
*Up for hard work: which is really rewarding when the job is done, working within a super fun team. *Problem solver: Looking for and presenting solutions, not problems, whether for customers or internal. *Strong communicator: Able to progress conversations, relationships and deliverables to the desired outcome. *Curious: Always keen to learn (you will never stop) and willing to dig, and ask why / how / what if. *Capacity to learn quickly: Understand, retain and explain a lot of varied information from methodologies and innovation theory, to customer specifics and technical detail/requirements. *Self-aware and emotionally intelligent: Ability to read a room/ customer dynamics/ organisational politics, understand what’s required, and be able to position yourself appropriately. *Resilient: Capable of being enthusiastic even when faced with difficult problems. *A strong interest in tech and innovation: with the ability to clearly explain even the most complicated ideas to a non-techy audience. *Excellent IT skills: must be highly proficient in a wide range of functionality on both Mac & PC operating systems. *Ability to display empathy with customers to build solid relationships.
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