Senior Client Engagement Manager

4 weeks ago

London, Greater London, United Kingdom Vortexa Full time

About Vortexa:

Vortexa was established to bridge the significant information gap in the energy and shipping sectors. By leveraging extensive satellite data and innovative artificial intelligence, Vortexa offers a unique perspective on global energy movements and freight analytics in real-time, enhancing transparency and efficiency in commodity markets and benefiting society at large.

With over $60M in funding secured, we are entering a phase of rapid expansion.

Position Overview:

We are seeking a Senior Customer Success Manager to play a pivotal role in enhancing our post-sale customer experience across the EMEA region, contributing significantly to our ambitious growth objectives.

You will become part of a globally expanding customer success team, collaborating closely with our pre-sales product specialists. In this capacity, you will proactively cultivate and strengthen relationships with our diverse clientele, which includes both physical and financial market participants across the global energy and shipping landscape, ensuring their needs and aspirations are met.

As the primary contact for our existing users, you will be responsible for promoting product adoption, utilizing analytics, and enhancing customer satisfaction with every interaction. You will serve as a trusted advisor to clients, guiding them through their customer journey while aligning their requirements with our offerings.

In your role as the chief advocate for client experience, you will engage dynamically across the organization, orchestrating a superior experience for both current and prospective users. You will work seamlessly with the commercial team, subject matter experts, marketing, product development, and research.

Additionally, you will be eager to expand your network within the customer base, both virtually and in person, to showcase the value we provide.

Key Responsibilities:

  • Grasping our clients' strategic objectives and needs, while executing customer success initiatives and interactions to drive adoption and ensure retention.
  • Monitoring the Customer Health of our existing client base; utilizing internal analytics to mitigate churn risks and identify opportunities.
  • Building a comprehensive understanding of our clients and prospects; fostering supportive and collaborative long-term relationships through virtual and in-person meetings.
  • Collaborating daily with Product, Customer Success, Marketing, and Sales to formulate targeted account strategies.
  • Delivering customer training and coordinating service and support requirements.
  • Designing tailored solutions for our customer segments.
  • Proactively sharing knowledge and best practices with clients and internally.

Preferred Qualifications:

  • Exceptional engagement and influencing skills, with the ability to establish trusted advisor relationships with business decision-makers.
  • Alignment of values and mindset with our company culture.
  • Outstanding organizational, communication, and active listening skills.
  • Strong business acumen and problem-solving capabilities.
  • Data-oriented mindset with proficiency in manipulating and organizing analytics for informed decision-making.
  • Results-driven approach with the ability to prioritize multiple objectives.
  • Appreciation for working in an open and collaborative environment.
  • Capability to understand both the big picture and intricate details, with the ability to articulate stories about solutions, value, and relationships.

Experience Requirements:

  • Experience in the energy, shipping, or broader commodity/financial analytics sectors.
  • Client-centric mentality with a proven track record in churn prevention, renewal, adoption, and upselling.
  • Several years of experience in customer success, sales, or business development roles (B2B SaaS experience is advantageous).
  • Strong relationship-building and management skills.
  • Excellent verbal and written communication skills in English.
  • Experience with customer success analytics tools for both high-touch and low-touch programs.

Benefits:

  • A vibrant and diverse company committed to pushing the boundaries of technology.
  • A team of motivated individuals striving for excellence in all endeavors.
  • Continuous learning and exploration of new tools and technologies.
  • Employee ownership through equity options, fostering a sense of responsibility and business acumen.
  • A collaborative environment focused on collective achievement.
  • Flexible working arrangements, accommodating both remote and in-office work, along with regular team events.
  • Private Health Insurance provided through Vitality to support your physical well-being.
  • A Global Volunteering Policy to encourage community engagement and personal fulfillment.

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