Client Success Manager

at Guidebook Inc. in London

(₤30000 - ₤40000 per year)

ABOUT GUIDEBOOK:
Guidebook is a simple yet powerful mobile application builder that lets you create an app in four easy steps with no technical skills required.

Thousands of organizations use Guidebook to create mobile applications for their conference, corporate meeting, university campus, or other custom events—but it doesn’t stop there. Our mission is to connect people with the places in which they spend their time. Forward-thinking professionals are using Guidebook’s simple app builder to make interactive mobile guides for their student orientations, college campus tours, venues and corporate campuses, airports, and any other place where there’s a lot going on.

Here at Guidebook we know the future is mobile—come join us on the challenge!

ABOUT THE JOB:
Guidebook’s EMEA office in London was opened in 2014, 3 years after Guidebook was formed. Our EMEA business has grown significantly; from contributing less than 5% of global revenue in 2014 to 16% of global revenue today. Now, we need a self-starter to help take us to the next level.

The Guidebook team is seeking a support-centric leader to join as a Client Success Manager (CSM) to drive dollar for dollar renewals and upsells within our customer base. This individual will work with a broad spectrum of small-to-medium-sized customers to ensure a seamless renewal process and identify opportunities for customers to extend their relationship with Guidebook. The CSM will also partner closely with the Customer Support team to understand salient trends to better serve their own customers.

Our team values collaboration and the CSM will have the opportunity to help develop the renewals function by defining the role and responsibilities and shaping key processes. This position requires the ability to sell the value of Guidebook, identify upsell opportunities, negotiate and effectively manage a portfolio of customers to limit dollar for dollar and logo churn. In addition, the CSM will support our Account Manager’s to consultatively manage our larger accounts to achieve a positive ROI and increase their spend with Guidebook.

WITHIN 3 MONTHS, YOU’LL:
- Own the renewals and upsell process for a portfolio of customers in collaboration with the Customer Success and Sales teams.
- Learn innovative ways to leverage the Guidebook platform to solve an array of important business issues for customers.
- Close renewal business on a quarterly basis and develop and close new add-on sales, while meeting and exceeding your quota.
- Analyze usage metrics to understand how the customer is using Guidebook, including evaluating product adoption.
- Join Account Managers on client calls with large accounts, and begin to understand how we support them to achieve a positive ROI.

WITHIN 6 MONTHS, YOU’LL:
- Develop a foolproof success plan to ensure organizational adoptions and expansion of our product.
- Share best practices to ensure your clients are maximizing their subscription.
- Work with product management to translate business needs to product requirements and craft new solutions for customers
- Begin supporting Account Manager’s with consultative work for larger accounts. This will include: pulling metric reports, creating bespoke documentation, and presence on calls.

WITHIN 12 MONTHS, YOU’LL:
- Identify and implement process improvements to scale the role.
- Work to make the rest of your team better because they should be making you better too!
- Be an integral part of supporting our Account Managers to renew/upsell to our largest accounts.

OTHER CHARACTERISTICS OF THE IDEAL CANDIDATE:

- 1+ years of account management and/or sales experience from a high tech company, with particular success in growing accounts. (Customer support or client relationship management experience a perk!)
- Track record of leading projects from conception to closure, and experience leveraging internal resources to get things done.
- Impeccable time management and prioritization abilities.
- Experience with CRM and CS platforms.
- Confidence to perform informative and compelling virtual demos and in-person meetings.

PERKS:

Unlimited vacation time
Stock options
Travel to trade shows in Europe
Awesome company retreats, EMEA team away weekends
Make your workstation yours: desk customization (hydraulic standing desks; docks/stands; keyboards; whatever else you need to be productive)
Fully stocked kitchen with every snack and drink your heart desires—including free beer and coffee
Free team lunches twice a week ordered from local restaurants of our (sometimes hotly contested) choosing
Comfortable lounge areas for work and play
New office in Soho, London
Monthly gym membership and phone stipend
Fun group/team outings like movie nights, games, and BBQ's

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Published at 29 Aug 2018
Expires on 29 Oct 2018