Customer Success Manager

3 weeks ago

London, United Kingdom Intelligent Reach - a Searchspring Company Full time

WHO WE ARE:

Intelligent Reach/Searchspring provides ecommerce retailers with the industry-leading software platform for managing product data. With a global presence in London, San Antonio, Denver, Colorado Springs, Portland, Toronto, Sydney, and Bangalore, Intelligent Reach/Searchspring employees are dedicated to fostering an environment that enables everyone to thrive, both personally and professionally, and feel supported, engaged, and valued, every step of the way.

Backed by a growth equity firm with extensive resources and expertise in guiding software and technology companies through transformational growth, Intelligent Reach/Searchspring helps our customers, like JD Sports, M&S, Currys and Burberry, increase their revenue through dynamic online advertising on sites like Google, Instagram and Amazon. Join us as we change how the world shops online and achieve our mission to deliver the ultimate shopper experience.

The Role:

We are looking for highly organised, technically savvy Customer Success Managers who strive to deliver results, proves value & drive retention among our customers. As a key member of the CS team, you will be responsible for nurturing relationships with assigned accounts and ensuring customers realise the value of our solution as quickly as possible. Your role will involve identifying opportunities for value-added services to contribute to the company's revenue growth through renewals and upsells.

On a day-to-day basis, you will create and execute strategic account plans using project management platforms. You will provide training, mentoring, and ongoing support to customers, enabling them to fully leverage our platform to drive feature adoption and increased profitability. Ultimately, you will become an expert in the Intelligent Reach platform & report into the Head of Customer Success.

Join our team and become part of a dynamic, collaborative, and forward-thinking organisation that is revolutionising the e-commerce industry.

Responsibilities:

1. Establish strong relationships with customers:

  • Proactively engage with customers to understand their goals, challenges, and expectations.
  • Serve as the primary point of contact for customers, providing guidance, support, and timely responses to inquiries.
  • Regularly conduct business reviews to assess customer satisfaction and identify opportunities for improvement.

2. Drive customer success and retention:

  • Develop and implement customer success strategies and initiatives to ensure successful adoption and usage of our SaaS products.
  • Monitor customer metrics and key performance indicators (KPIs) to track usage, satisfaction, and retention rates.
  • Identify potential risks or issues that may impact customer success and take proactive measures to mitigate them.

3. Collaborate with internal teams:

  • Work closely with sales, marketing, and product teams to align customer success efforts with company goals and objectives.
  • Provide customer feedback and insights to internal stakeholders to drive product enhancements and improvements.
  • Collaborate with the implementation and support teams to ensure a smooth onboarding experience and timely issue resolution.

4. Deliver exceptional customer support:

  • Act as an advocate for customers, ensuring their voices are heard and their needs are addressed.
  • Handle customer escalations or complaints with empathy and professionalism, working towards a swift and satisfactory resolution.
  • Provide training, resources, and best practices to customers to maximize their usage and adoption of our SaaS products.

5. Analyse customer data and provide insights:

  • Utilise data analytics and reporting tools to analyse customer usage patterns and behaviour.
  • Identify upsell and cross-sell opportunities based on customer needs and usage patterns.
  • Prepare reports and presentations to showcase customer success metrics and share insights with internal and external stakeholders.

Requirements:

  • Bachelor's degree in Business, Marketing, or a related field (or equivalent work experience).
  • Proven experience in customer success or account management roles within the SaaS industry.
  • Strong understanding of SaaS products and business models.
  • Excellent communication and relationship-building skills.
  • Ability to analyse data, identify trends, and make data-driven decisions.
  • Demonstrated problem-solving and conflict resolution abilities.
  • Strong organisational skills and ability to manage multiple customer accounts simultaneously.
  • Technical proficiency and ability to quickly learn new software and technologies.
  • Self-motivated, proactive, and results-oriented mindset.
  • Ability to work effectively both independently and as part of a team.

We offer competitive compensation packages, including salary, benefits, If you are passionate about customer success and thrive in a dynamic and fast-paced SaaS environment, we encourage you to apply.

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