Customer Success Manager

4 weeks ago

London, United Kingdom InRule Full time
Job Description

At InRule Technology, we revolutionize the way organizations in more than 40 countries worldwide make mission-critical decisions by infusing cutting-edge technology into their processes. Some of the largest banks, insurance companies, healthcare organizations, and governments rely on InRule to deliver frictionless, intuitive solutions that provide the power of computing without the complexity of programming.

As part of the InRule Technology team, you'll be at the forefront of a technological revolution, helping drive adoption of our powerful AI Decisioning platform that weaves together declarative logic, non-declarative machine learning, and human-in-the-loop automation.

InRule enables automated decision-making, driving tangible results and propelling organizations towards unprecedented heights of productivity. In 2023, Forrester named InRule a Leader in The Forrester WaveTM: AI Decisioning Platforms.

InRule is seeking an experienced Customer Success Manager to join our growing team. InRule prides itself on being a Customer Success driven organization, where every employee has an impact on the overall success of our customers. The Customer Success Team, which you could be a part of, manages the customer’s journey throughout the Customer Lifecycle.

Focused on post-sale solution adoption and ongoing customer satisfaction, the Customer Success Manager is a high-touch customer advocate, helping to ensure our customers are successfully leveraging InRule’s solutions while serving as the Voice of the Customer within InRule.

Responsibilities

  • Responsible for development and management of customer portfolios, including analysis to gauge overall customer health
  • Analyze customer data to identify trends and patterns that help improve the customer experience
  • Identify expansion opportunities within the customer organization
  • Create value for customers by ensuring they have mutually defined business outcomes and build a success plan to achieve their objectives and milestones
  • Build, maintain, and leverage strong relationships with customer stakeholders and project leads
  • Successful onboarding of new customers to ensure proper customer setup and alignment with key stakeholders
  • Oversee customer implementations, with a focus on ensuring customer value and limiting customer risk
  • Manage the renewal process for existing customers, ensuring that contracts are renewed on time and that customers are satisfied with the software and services provided
  • Partner with InRule’s cross-functional teams to ensure progress and alignment with customer goals and strategy
  • Provide feedback to Product Management on key features or product limitations that are inhibiting usage and growth
  • Escalate critical customer issues and ensure escalation ownership with internal resources
  • Manage customer information in CRM
  • Learn the InRule solution and educate our customers on the overall capabilities and flexibility of the software
  • Develop and implement strategies that help customers achieve their goals and objectives
  • Train and mentor junior customer success representatives to ensure they are providing excellent customer service and meeting customer needs

Required Skills & Experience

  • 8+ years of experience in customer success or account management within a SaaS or related software/technology company
  • Exceptional ability to communicate and foster positive business relationships
  • Self-driven with the ability to operate independently and with a sense of urgency and ownership
  • Proven success managing customer interactions and contract renewals, with a focus on maintaining accurate and timely updates and reporting as needed
  • Solid technical aptitude, ability to understand and connect customers' business goals with InRule’s product capabilities
  • Bachelor’s Degree or equivalent experience
  • Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
  • Experience driving and managing executive relationships
  • Passionate about proactively engaging and promoting value with customers
  • Ability to establish and reinforce milestones across teams
  • Accountability and personal organization are essential

Desired Skills & Experience

  • Background in project management
  • Industry-specific knowledge in Insurance, Financial Services, Healthcare and/or Public Sector
  • Technical experience with low code software development, data analysis, or process automation
  • Experience working with CRM systems (Dynamics 365, Salesforce)

Location

  • Remote - United Kingdom

What’s in it for you?

Challenge, fun, and fulfillment. At InRule, you'll work with friendly, supportive, yet driven colleagues in the industry that's changing the face of business and society in general. Here, you enjoy the unique opportunity to grow professionally, relish the best of life personally, and help usher in a safer, healthier, more prosperous, and equitable world.

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