Client Success is a brand new department within Peoplevox and the successful applicant for this role will help shape the department and its function within the business.
Peoplevox is a product company who specialise in solving ecommerce businesses problems and keeping their operations simple through SaaS solutions.
Peoplevox has seen consistent growth in revenue from a mix of new Clients and existing Clients since inception. Our Clients are typically those running ecommerce businesses or solutions and currently we have circa 150 Clients. We operate globally with customers in the UK, USA, Australia as well as other areas in Asia and South America. Our headquarters are in London and we have an office in Poland.
Our ambitions are limitless, the next two years are key for the business as we develop multiple routes for expansion. We want to develop more products, be in more regions and be utilised by more Clients.
Client Success needs to play a key part in that growth and ensure that we can grow the existing customer base in line with company expectations.
Our key priorities are:
Build out the set of services Client Success need to provide over the next 12 months
Take on ownership of existing Client relationships and ensure churn is proactively managed
Prepare to accelerate Client growth
Have full accountability for a set of strategic Client accounts. This includes:
Adoption of Peoplevox products within the Client
Ensuring delivery of the contract to the Client
Preparing for and operating business reviews
Monitoring and acting on Client Health
Maintaining high levels of Client Satisfaction and NPS
Manage first stage escalations
Take ownership of designing and building a set of services within the Client Success department:
Designing a set of services based on best practice
Documenting processes and procedures for all team members to follow
Trialling and adapting the service with select Clients
Identifying data to operate and measure the service
Ensuring continuous improvement of the service
PVX is a specific system within Peoplevox’s offering. The Client Success Manager is expected to:
Be / become a subject matter expert in warehouse operations.
Be / become a subject matter expert with the PVX system.
Be / become a PVX super user.
Input into and help evolve department culture
Input into and help evolve department strategy and plan
Participate in onboarding new starters
Take ownership of some of the departments reporting and analysis
Mentor and coach other members of the team
Deputise for the Head of Client Success where needed
SKILLS & COMPETENCIES:
The Client Success Manager should have the following skills / experiences:
Fluency in English
Experience in working within a SaaS organisation
3-5 years experience in a Customer Success role (Consulting or Account Management) that includes issue resolution and escalation management at both the business owner and executive levels
Strong customer relationship skills, ability to engage with all levels
Experience in building/operating key business processes
Proven customer satisfaction / customer NPS results
Excellent verbal, presentation and written communication skills, including the ability to chair meetings or host webinars
Strong time management
Strong analytical skills
Experience in ecommerce
Had customers who were ecommerce businesses
Experience with warehouse systems / ERP solutions or SRM solutions
Experience in warehouse operation
Experience in working within a SaaS organisation of £100m + revenue
Experience with Peoplevox