Customer Success Manager

2 weeks ago

Weybridge Surrey, United Kingdom Knewin Full time

A named leader by Forrester in the sales performance management space, Varicent was founded in 2005 when we pioneered sales performance management software. Evolving quickly to become the fastest growing software company in North America according to Deloitte’s Fast 50 in 2010, Varicent was acquired by IBM in 2012 and has since been re-founded as an independent global business serving mid-size and enterprise clients with our full suite of solutions to assist in smarter territory and quota planning, efficient lead to revenue operations, and the fastest and most flexible way to pay sellers accurately and on-time. We are looking for talented, driven people that can make an impact across our organization.

Moving at our pace brings a lot of change, complexity, and ambiguity. Varicenters are comfortable being uncomfortable.

Before you apply, consider if you :

· Respect diverse backgrounds and perspectives.

· Be resilient and resourceful in face of ambiguity and thrive on (rather than endure) change.

· Bring critical thought and opinion — and embrace differences and disagreement to get work done and move forward.

At Varicent, we are committed to fostering a diverse and inclusive workplace. We believe in equality and recognize the value that diverse perspectives bring to our team.

The Customer Success team is looking to add a fluent French speaking Customer Success Manager (CSM) to the team This is a terrific opportunity to join a high-performing and highly collaborative team of CSMs and Customer Success leadership. We are proud of our industry-leading customer retention rate and our customer-centric organization.

What you will do:
  • Serve as the main point of contact and liaison between clients and Varicent
  • Represent the voice of the customer to provide input into every core product, marketing and sales process
  • Lead renewals and expansion opportunities for their customers.
  • Provide insights to customers to ensure that they get the most out of the platform with the aim of helping to grow our customer base
  • You will craft joint customer success plans that include agreed upon scope, shared metrics, user engagement, sophistication of usage, adoption plans, timelines, communication, and eliminates barriers to customer advocacy and expansion.
  • Facilitate workshops with customers on best practices, including sponsorship, governance, operating model, adoption, internal champions network, platform maturity, and adoption techniques.
  • Facilitate Executive Business Reviews with decision makers
  • Contribute to the library of customer success assets, customer references, case studies
  • Empower customers to connect their goals and challenges with the solution
  • Build, own, and execute client success and engagement plans
  • Partner with Consulting and Product teams on upsell, cross-sell, and expansion opportunities
What you will bring:
  • 7 years of technical/professional experience in a SaaS or software company with a minimum of 5 years customer success or account management.
  • Fluent in French and English
  • A passion about the future of work and positively impacting the working lives of people in large organizations
  • A proven track record of excelling in fast-growing environments and taking initiative above and beyond the call of duty.
  • Experience implementing and supporting large scale technology solutions at Fortune 500 companies.
  • A passion for building trust and communicating effectively with a broad range of stakeholders: C-Suite, senior executives, business owners, administrators, developers, and day-to-day users of software.
  • Demonstrated track record of handling large enterprise accounts with multiple stakeholders
  • Strong operational background with the proven ability to define and leverage business metrics to drive the customer journey. Track record of delivering results above expectations
  • A high level of accuracy and attention to detail
  • Excellent communication and interpersonal skills
  • Experience using a CRM such as Salesforce and a customer success tool like Totango with daily skills in Microsoft PowerPoint, Microsoft Excel, and Microsoft Word
  • Experience negotiating contracts and managing renewals
  • Proven account management/strategic planning experience
Success Factors
  • 1-3 Months
  • Get to know your leaders, teammates, customers
  • Learn the tools and processes that support the CS function

  • 3-6 Months
  • Establish trust and relationships with all of your key accounts
  • Understand and support the department’s strategic priorities

  • 6-12 Months
  • Become a trusted advisor to each of your customers to increase retention and build customer advocacy
  • Support and advise your customers on key strategic initiatives
  • Contribute to and improve Varicent’s profitability
Benefits
  • An annual education allowance
  • No meeting Wednesday; Flex Fridays
  • Generous time off (including your birthday)
  • Employee and Family Assistance
  • Amazing colleagues to learn from

Varicent is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you require accommodation at any time during the recruitment process please email accomodations@varicent.com

Varicent is also committed to compliance with all fair employment practices regarding citizenship and immigration status. By applying for a position at Varicent and/or by using this portal, you declare and confirm that you have read and agree to our Job Applicant Privacy Notice and that the information provided by you as part of your application is true and complete and includes no misrepresentation or material omission of fact

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