Customer Success Manager

4 weeks ago

Birmingham, Birmingham, United Kingdom Orlo Tech Full time
Unlock Customer Success with Orlo Tech

Orlo Tech is seeking a seasoned Customer Success Manager to join our dynamic team in Birmingham. As a key member of our Customer Success team, you will be responsible for developing and maintaining strong relationships with our local government clients, ensuring they get the most out of our digital conversations platform.

As a Customer Success Manager, you will work closely with our clients to understand their business needs, objectives, and committed obligations. You will provide training and support to ensure our clients achieve their goals and deliver exceptional customer experiences.

Key responsibilities include:

  • Account management of local government clients
  • Identifying new opportunities to engage and expand our customer base
  • Meeting retention and expansion targets
  • Staying up-to-date with the current social landscape
  • Collaborating with the Customer Support team as needed
  • Delivering onsite onboarding and training to customers
  • Supporting the sales team in pre-sales conversations with prospects
  • Internal stakeholder management and communication of performance
  • Owning tender processes and working with procurement
  • Demonstrating new product features to support future account growth
  • Creating quotes and contracts to ensure business protection
  • Participating in industry and company events

We're looking for a professional with a background in the local government sector, who is comfortable working in a structured environment and meeting deadlines. Experience in a CSM role in a SaaS company or working in a social media/digital/Comms role within the local government sector is preferred.

Orlo Tech offers a fun and inclusive environment, with a recently revamped office in the heart of Birmingham's city centre. We provide training and development opportunities to all our team members, and we're committed to delivering the best customer experience possible to our clients.

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