Customer Success Manager

2 weeks ago

Exeter, United Kingdom CV-Library Full time

Customer Success is at the heart of the Unity5 mission, with our client’s success being a core value that runs throughout the business. As a Unity5 Customer Success Manager, you will look after our Private/Local Authority customers post go live, to ensure their experience with us is exceptional; building lasting relationships with all stakeholders to deliver the value of our products and services to guarantee renewal and expansion

Key Responsibilities...

Collaboration

* Work with the Implementation team at the point of customer go live to ensure you are clear on the customer case and objectives and help measure the adoption phase to help build your plan for ongoing success

* Work closely with Account Management to create and maintain customer-facing success plans focused on long term commercial goals, the customers objectives and satisfaction to ensure retention and growth

* Proactively look for cross sell and upsell opportunities to pass to account management to pursue

* Check-in with the Unity5 Support team for your customer’s support cases and issues to ensure there are no blockers to success, playing the first line of escalation if the support team is unable to resolve

* Be the voice of the customer within Unity5 by collaborating with all functions across the business, including product and development, to ensure their needs are heard

* Work with marketing to ensure as many of your customers as possible are referenced and have contributed to a case study

* Promote positive change through measuring and learning from what delights customers and adapting our approaches accordingly

* Share knowledge and lessons learned across the teams to avoid siloed working and attitudes

Customer Success

* Have a regular communications plan with all your customers to ensure an ongoing plan for positive customer health and a focus on long term goals

* Run onsite health checks and workshops with customers, focusing on data and measuring improvements through the work that you do with them, ensuring positive outcomes are shared at the senior level

* Work with the product team to ensure your customer participates in the customer engagement programme to obtain their input into future roadmap plans

* Create and participate in customer communities (online and in person) to bring customers together and share industry best practices and share product usage approaches

* Create and run webinars for common system functionalities to provide value to customers in volume as well as provide content for our knowledge hub

Product Expertise

* Use your industry knowledge to build credibility with your customers and become an influencer for their processes and system use.

* Become an expert in Unity5 products and use cases to advise and train customers on best practices to maximise their usage

* Stay up to date with product releases so you can communicate, train, and support your customers with new functionality

* Contribute your product knowledge through user groups, events and adding content to the knowledgehub to benefit all customers

Requirements...

* At least 2 years experience as a Customer Success Manager in a SaaS or technology environment

* Experience looking after multiple customer accounts and being responsible for their successful renewal

* Passionate about customer experience and representing the voice of the customer internally through forging relationships across the company

* Solid experience delivering client facing presentations, training sessions and demos, using data to prove value

* Excellent communication skills, with an ability to position product features and benefits to a non-technical (and technical) audience

* Process orientated, can map processes and consult to best practices

* Problem solver with willingness to take ownership of issues to resolve them

* Naturally organised, with evidence of having managing multiple customer projects with a self starter attitude

Desirables...

* Experience within the parking or traffic management industry

* Experience using Hubspot

* Experience in a scale up environment, helping to create new processes in order to succeed

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