Associate Customer Success Manager

3 weeks ago

London, Greater London, United Kingdom Scale IO Full time
About Scale I/O

Scale I/O is a leading provider of innovative solutions for the maritime industry. Our company is committed to empowering better decision-making and protecting clients' business interests through high-performance, cyber-secure solutions.

The Opportunity

We are seeking an experienced Associate Customer Success Manager to join our team. As a key member of our customer success team, you will play a pivotal role in ensuring the success of our clients by delivering exceptional service and support.

Responsibilities:
  • Client Onboarding: Assist in the onboarding process for new clients, ensuring a seamless transition onto our solutions.
  • Account Management: Build and maintain strong, long-lasting relationships with clients, becoming their trusted advisor.
  • Align client's objectives and priorities with product roadmap
  • Usage Analysis: Monitor and analyse client product usage, proactively identifying opportunities for improvement or additional services.
  • Feedback Collection: Gather client feedback and insights to inform product development and enhancements.
  • Renewal Management: Collaborate with the sales team to ensure timely renewals and upsell opportunities are identified and pursued.
  • Documentation: Maintain accurate and up-to-date records of client interactions and progress in our CRM system.
Requirements:
  • 1-3 years of experience in a customer success, account management, or related role.
  • Ability to manage and present information to customers on product roadmap and incident resolution
  • Strong communication and interpersonal skills.
  • Experience managing renewals, upselling products and assisting a revenue generating team.
  • Problem-solving mindset and a proactive approach to client satisfaction.
  • Proficiency in CRM software (Salesforce & Hubspot preferably)
  • Familiarity with maritime industry practices and regulations is a plus
  • Some Travel may be required (Company funded).
Benefits:
  • Remote/Flexible working
  • Health and dental insurance
  • Life insurance, company funded to 3x salary
  • Discretionary Bonus
  • Employee assistance program
  • 25 days annual leave
  • 5 wellness days
  • Subsidised gym membership
  • Up to a 5% matching pension
  • Refer-a-friend recruitment bonus
  • Perkbox
  • Unlimited learning and development opportunities

Scale I/O is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, colour, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy or any other protected characteristic as outlined by federal state or local laws.

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