Customer Success Manager

3 weeks ago

United Kingdom GradBay Full time

The Company

World-class research studies are what shape our lives. Our client believes in empowering the people behind these studies with pioneering software and training solutions that support the ground-breaking research of tomorrow. They are a multinational researchand clinical trial-focused Software as a Service (SaaS) and training provider with offices in the UK and Australia. Their customers love our products and we are proud to contribute to the future of the world.

Job Overview

Reporting to the Commercial Director, the Account Manager will manage existing customer accounts predominantly in the UK and Canada. The primary responsibility is to ensure general customer satisfaction, build strong relationships with key stakeholders, and identify cross-sales opportunities within managed accounts.

The Account Manager will work closely with the Customer Success Team and Sales Team to support implementation, technical support, and sales initiatives.

Key Responsibilities

  • Relationship Management: Build and maintain strong relationships with key stakeholders, especially senior stakeholders, within customer accounts.
  • Cross-Sales Opportunities: Identify and close cross-sales opportunities by understanding customer needs and demonstrating the value of the businesses products and services.
  • Customer Satisfaction: Ensure high levels of customer satisfaction through regular communication and proactive problem-solving.
  • Contract Renewals and Invoicing: Manage contract renewals and support annual invoicing to ensure continuous service.
  • Tender Support: Assist in writing and submitting high-quality tenders and proposals.
  • Customer Community: Establish and nurture a customer community by organising customer community events to promote collaboration and engagement.
  • Reporting and Documentation: Maintain accurate records of customer interactions, sales activities, and sales pipeline using CRM software.
  • Collaboration: Work closely with the Customer Success Team and Sales Team to ensure a seamless customer experience.

Qualifications, Skills and Requirements

  • Bachelor's degree in business, marketing, or a related field.
  • Proven experience in account management 3+ years
  • Curiosity and ability to learn to build a strong understanding of the business products and their benefits to various stakeholders.
  • Excellent communication and interpersonal skills to build and maintain relationships.
  • Strong analytical and problem-solving skills to identify and leverage cross-sales opportunities.
  • Proficiency with CRM software for efficient lead tracking and management.
  • Ability to work independently and as part of a team.
  • Flexibility to travel as needed for customer meetings and events.

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