Customer Success Manager, Fuse

6 days ago

London, Greater London, United Kingdom Tryzens Global Full time
Job Description

As a Customer Success Manager at Tryzens Global, you will be responsible for ensuring the success of a portfolio of clients under the Fuse brand. Fuse offers products and services to ISVs (technology vendors) for eCommerce integration consulting, development, and support, primarily for payments companies.

This role ensures client success and retention through effective relationship building and roadmap support. You will play a key role in enabling Tryzens Global to deliver on its strategic priorities, including helping clients leverage and improve their integrations, cross-sell and up-sell Fuse products and services, and manage renewals.

The scope of work will require high-quality problem-solving skills, a strong understanding of the eCommerce market and 3rd party technologies, and the ability to distill macro trends into actionable insights.

Key ResponsibilitiesRelationship Building

Build strong and positive relationships with clients at executive and operational levels, keeping frequent contact and providing content updates to sustain positive relationships.

Manage customer adoption of products and services and ongoing support and optimization of accounts.

Network with clients to develop new contacts and opportunities for revenue.

Build strong relationships with business development and sales team members to be introduced into strong prospects pre-signing.

Build strong relationships with delivery team members across the client portfolio.

Liaise with the Tryzens UKI client success team to share knowledge and strategy.

Build and maintain relationships across platform partners (e.g. Salesforce, Magento, BigCommerce, Shopify Partnerships team) to share knowledge and maintain high levels of service.

Identify any training or knowledge needs for clients and colleagues, supporting best-in-class results for clients through people development.

Commercial Management

Ensure all new work and change requests are quoted within client margin guidelines and any variations are internally approved before committing.

Conduct financial modeling and review to actively support contract renewals and new client onboarding.

Review and track the profitability of client accounts.

Work with the VP, Fuse to set client revenue targets (monthly and annually), monitor, and report on performance vs targets.

Lead ad-hoc commercial discussions with clients to agree to projects under 'special terms' to utilize any available Tryzens bench during quieter operational periods.

Create a repeatable and transferable framework for managing clients that focuses not only on commercial benefit but also on their needs and goals.

Technical Strategy

Form a bridge between internal technical specialists and clients, creating a roadmap of potential development enhancements and driving revenue.

Leverage market trends and in-depth knowledge to inform roadmap decisions and priority.

Consult on best practice functionality within specific types (verticals) of integrations.

Keep abreast of market conditions to be able to price products and services competitively.

Feed insights and client requests into the Fuse Product Team to help shape enhancement roadmaps.

Account Management

Manage client expectations and deliver solutions that meet these expectations while being commercially beneficial to Tryzens.

Track and report a Net Promoter Score for each client across several functional stakeholders per client.

Maintain accurate records of current client contracts and flag upcoming renewals for re-signing and re-negotiation and manage these through to signature.

Utilize internal and external data streams to develop relevant strategic insights for clients and their technical roadmap.

Manage the Quarterly Business Review process with existing clients, consistently looking for new ways to create additional value and expand our service offerings within each client.

Requirements

Strong eCommerce experience - understanding of the full spectrum of technologies required for managing a successful eCommerce store. In-depth knowledge of major eCommerce platforms is an advantage.

Strong payments experience - understanding of the full spectrum of technologies required for eCommerce payments.

Ability to grasp technical concepts - HTML, JavaScript, Flash, XML, and programming languages are an advantage.

Familiarity with eCommerce integrations (plug-ins, cartridges).

Experience of working in a client support role.

Experience in project management or service delivery. Ability to translate between technical and commercial contacts is essential.

Excellent written and spoken communication skills.

Customer success-focused.

Solutions-oriented with good problem-solving skills.

Professional approach.

Results-driven.

Attention to detail.

Proactive and take initiative.

Team player.

Self-motivated.

Flexible, hands-on approach.

Benefits
  • Group Life insurance (4x annual salary)
  • Enhanced Parental Leave
  • Contributory pension
  • Hybrid working environment (combination of work from home and in office)
  • 25 days annual leave
  • A day off for your birthday
  • 2 days off for CSR activities per year
  • Cycle-to-work scheme

Equal Opportunity Statement

We strive to create an inclusive environment, empower employees, and embrace diversity and encourage everyone to respond. Tryzens Global is an equal opportunity employer and every applicant will be considered without regard to gender (including gender identity, gender expression, and gender reassignment), race (including color, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy or maternity.

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