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Customer Success Manager

1 month ago

Bracknell, Bracknell Forest, United Kingdom Accuris Full time
Job Title: Customer Success Manager

Accuris is seeking a Customer Success Manager to join its team in the EMEA region. As a key member of the Customer Success organization, you will be responsible for building long-term relationships with customers, ensuring the success of our solutions, and driving customer adoption.

Key Responsibilities:

  • Support customers in the new customer onboarding and success management programs
  • Orchestrate overall relationships with assigned customers, growing adoption, ensuring retention, and happiness
  • Develop a deep understanding of the customer's business and technical objectives, partner with them to build a strategic joint success plan with identified objectives, milestones, and measurable KPIs to achieve the outcomes
  • Work with clients to build Customer Success Plans, establishing critical goals, to aid the customer in realizing value with our solutions
  • Act as a trusted advisor to customers and become an extension of their team, successfully establishing relationships wide and high throughout the organization and driving continued value of our solutions
  • Increase customer retention by conducting regular check-in calls for tactical items and performing quarterly health checks for strategic reviews
  • Measure and monitor customer health, product usage, support issues, and user feedback, sharing health updates regularly to internal and external stakeholders
  • Work closely with the Accuris Account Team (Account Manager, Sales Engineer, Professional Services, and Training & Education) to find opportunities for new usage of our solutions across organizational functions, conducting strategic account planning to prioritize opportunities and customer goals
  • Coordinate and/or deliver customer training to educate and impact user workflows
  • Act as a primary point of contact to our customers, capable of triaging customer inquiries directly
  • Work with the Marketing team to identify and develop Case Study opportunities
  • Act as the liaison for technical inquiries, issues, or escalations, working with Technical Support, Product Management, or others as needed
  • Maintain an expert level of understanding of Accuris products and solutions to understand common best practices and consulting solutions for your assigned customers, providing insight with respect to the availability and applicability of new products and features

Requirements:

  • Must have 5+ years of experience within customer success or customer care at a B2B environment working with a global customer base; engineering/technical persona expertise considered a plus
  • Proficient written and verbal skills in other languages is a plus (Spanish, German, French, etc.)
  • Possess a high level of empathy and patience, able to work with a range of people worldwide
  • Have experience in building long-term strategic relationships
  • Be a strong teammate, but still a self-starter
  • Possess strong presentation skills to be used both internally amongst colleagues and externally amongst customers; must have excellent oral and written communication skills
  • Demonstrate proven skills to quickly evaluate complex issues and identify multiple options for resolution
  • Willingness to travel up to 20%

What We Offer:

Accuris delivers essential intelligence that powers decision making. We provide the world's leading organizations with the right data, connected technologies, and expertise they need to move ahead. We think differently, combining the knowledge and resources of an established company with the unapologetic boldness of a startup.

Accuris provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.