Customer Success

3 weeks ago

Preston Lancashire, United Kingdom Elvis Eckardt Recruitment & Sales Solutions Limited Full time

Financial Technology (FinTech)
Job Type: Full-Time
Manage a small team of CSMs, maintaining consistent systems and processes for all clients and supporting the CSM’s professional development through coaching and mentoring
- Identify and lead growth opportunities, working across all stakeholders on the account to undertake a MEDDIC-based sales process, including the production of bespoke in-depth proposals that articulate the opportunity(ies), high-level solutions / operational designs, benefits, delivery plans and costs
-Lead, with the support of CSMs, paid projects of work with new and expanding clients including:* Managing relationships from junior to C-suite stakeholders within the client organisation, other suppliers/partners and the client
* Running project meetings
* Maintaining project plans
* Proactively identifying and managing risks and issues across all stakeholders
* Planning, managing and delivering training and communications activities
- Ensure all meetings are researched prior to the meeting, have an agreed agenda, are minuted and actions logged and regularly communicated across all stakeholders on the account, clearly, on a regular basis:
* For top accounts ensure up-to-date account plans are maintained
Customer Success experience - prior experience successfully working as a Customer Success Manager in a B2B SaaS company, ideally working with large to enterprise scale Financial Services clients. Demonstrable record of churn mitigation, growth of accounts and high customer advocacy.
- Sales experience - evidence of leading long and complex enterprise sales cycles, including building relationships with stakeholders at all levels, understanding and identifying demands and needs, and effectively selling an opportunity through verbal and written deliverables, resolving objections and issues that occur along the way.
- Project management skills – experience managing projects with multiple and large organisations that involve numerous stakeholders at all levels of seniority.
- Organised and disciplined - evidence of being able to establish simple and workable systems and processes that reliably ensure a high volume of key and ever-changing activities occur in a timely manner across 80+ accounts.
- Be able to effectively set up and facilitate discussions across various channels (in person, video calls, email, Slack), various levels of seniority and of various meeting sizes, and translate information into simple and clear written and verbal communications.
- Monday: Morning, Afternoon
Morning, Afternoon
Morning, Afternoon
Thursday: Morning, Afternoon
Friday: Morning, Afternoon
Saturday: Morning
More than 4 years of relevant work experience required for this role

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