Customer Success Manager
3 weeks ago
Job Title: Solution Customer Success Manager
Location: Shoreditch (Hybrid)
Duration: 12 months contract initially with possible extension
Max. Budget: £55k per annum + paid holidays + pension or £285 per day Inside IR35
The role:
- Client’s Expert CSM team is looking for a Customer Success Manager, Customer Journey Management, to work in a data centric, dynamic engagement role to help customers better leverage their client’s technology and helping us achieve our Customer Success mission of “accelerating value for our customers." This will be achieved by using a combination of success programs and high touch services to drive measurable business outcomes.
- CSMs should have a good understanding of the Campaign Management and Customer Journey Orchestration space and ability to ask relevant questions to uncover and address customers specific needs.
What you’ll do:
- Drive adoption and value: During the customer journey, review and diagnose adoption and utilization and based on your findings engage with customers to plan and deliver adoption and value workshops, ensuring customer employee best practices for maximum value.
- Ensure renewal and expansion health: Identify adoption and risk needs across the portfolio of customers. Engage with our customers to remediate challenges and risks with client’s technology and partnership. After identifying the root cause of the issue, you will build an action plan and pull in the right resources to execute that plan.
- Acts as the main point of contact throughout the dynamic engagement, defining a success plan with clear outcomes and ensures clear communication across Customer executives, business partners and operational resources.
- Delivers an exceptional customer experience with proactive communication, applying the right internal resources, and optimally using our customer engagement model to meet customer business goals.
- Be a trusted advisor: Share solution insights with our customers, demo new features as the get launched and explain how they can help our customers achieve more.
- Be a customer advocate: Build a strong relationship with our Support, Sales, Marketing, Solution Consulting and Professional Services teams and bring customer insights back into the business.
What you need to succeed:
- Bachelor’s or Master’s Degree
- 5+ years of experience in post-sales account management or consulting roles in Software as a Service, Digital Marketing. Candidates with pre-sales, marketing agency background or relevant client-side experience will also be considered.
- Demonstrate a solid understanding of Campaign Management industry best practices.
- A drive for customer success and a proven record of successfully leading customer relationships and managing technical projects.
- Ability to understand and analyze data to spot customer risk.
- Strong communication and interpersonal skills.
- Ability to prioritize, multi-task, and perform effectively under situations with multiple competing priorities.
- Exceptional organizational, presentation, and communication skills, both verbal and written (in English)
- Demonstrate passion for the role, energy, curiosity, and enthusiasm to achieve results.
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