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Account Growth Specialist

2 months ago

Manchester, United Kingdom Unique X Full time

About Unique X

Unique X is a leading provider of innovative software solutions and content services to the global cinema industry. Our mission is to empower cinema operators and content providers to succeed in the digital cinema space.

Job Purpose

As a Customer Success Manager at Unique X, you will be responsible for building and maintaining strong relationships with our clients, ensuring their success and growth with our products. You will be the trusted advisor and point of contact for our clients, providing expert guidance and support to help them achieve their goals.

Key Responsibilities

  • Manage a portfolio of client accounts to achieve long-term success and growth
  • Maintain strong relationships with clients through regular communication and support
  • Develop a deep understanding of our products and services to provide expert guidance and support to clients
  • Act as the primary point of contact for clients and internal stakeholders, ensuring seamless communication and collaboration
  • Onboard new clients, ensuring a smooth transition from sales to implementation
  • Monitor client usage data, health indicators, renewal dates, and growth opportunities to identify areas for improvement
  • Address client issues promptly and efficiently, providing solutions and workarounds as needed
  • Advocate for client needs and issues across departments, ensuring their voice is heard and their concerns are addressed
  • Monitor and report on client satisfaction metrics and key performance indicators (KPIs)
  • Collaborate with Sales, Product, IT, and Support teams to ensure a unified client experience
  • Support clients with queries and training requests, providing timely and effective solutions
  • Identify and document new functionality requests and bug notifications from clients, escalating issues as needed
  • Occasional domestic and international travel may be required to meet with clients and attend industry events
  • Ensure both the company and clients adhere to contract terms and conditions

Requirements

  • Minimum 3 years' experience in a relevant role, such as Customer Success Manager or Account Manager
  • Strong understanding of software solutions and content services in the cinema industry
  • Excellent communication and interpersonal skills, with the ability to build rapport with clients and internal stakeholders
  • Proactive approach to improving the quality of service and identifying areas for growth and improvement
  • Ability to work under pressure in a fast-paced environment, remaining calm and focused
  • Strong analytical and problem-solving skills, with the ability to identify and resolve complex issues
  • Clear and patient training skills, with the ability to communicate complex information in a clear and concise manner
  • Accomplished presenter, with the ability to effectively communicate with clients and internal stakeholders
  • DBS (Disclosure Barring Service) check or equivalent required

Desirable Skills

  • IT background or software development experience
  • Additional languages or experience working with overseas clients and other cultures

What We Offer

  • Opportunity to work with a leading provider of innovative software solutions and content services
  • Collaborative and dynamic work environment
  • Hybrid working arrangements to support work-life balance
  • Opportunity to develop and grow your career in a fast-paced and innovative industry
  • Competitive salary and benefits package