Customer Success Manager

7 days ago

City Of London, United Kingdom HIKINEX Full time

The Customer Success Manager (CSM) performs a key role in driving the health, retention, and growth of Retail clients– measured by various indicators of customer health including NPS (Net promoter Score) and by the Gross Renewal Rate (GRR).OverviewThe Customer Success Manager (CSM) performs a key role in driving the health, retention, and growth of Retail clients– measured by various indicators of customer health including NPS (Net promoter Score) and by the Gross Renewal Rate (GRR).Primary ResponsibilitiesWork with your assigned clients to build a mutually agreed upon ‘Success Plan’ with performance objectives and critical milestonesBuild and sustain relationships with key stakeholders and decision makers, including C-level executives in assigned accounts with the goal of becoming a trusted advisor throughout the client baseConduct Executive Business Reviews to understand current adoption and deployment, business relationship and general issues and leverage them to better position company’s full portfolio for expansionFacilitate the involvement of the broader company’s family including Support, Product Management, Product Development, Services, Marketing, Partners and Solution Engineering to ensure client success and to meet account performance objectives / customers’ expectationsWork with clients and Marketing to create referenceable accounts, case studies, webinars and moreDrive attendance to company eventsEncourages participation in global and regional user events; leverages online and in-person customer events to share leading best practices.Key Success CriteriaTrack record of exceeding renewal targets and client satisfaction ratingsAbility to articulate to clients a clear return of investment and maintain high customer satisfaction ratings measured through NPSDrive customer satisfaction by aligning with the client’s Key Performance Indicators (KPIs)Drive Customer References, Webinars & Case Study generationSkillsBachelor’s Degree3-5 year’s experience in Customer Success, Account Management, Retail Pricing, or MerchandisingExperience in Corporate Retail (merchandising), Consumer Packaged Goods/FMCG, RetailStrong interpersonal skillsProven track record of successfully selling and servicing customers and managing ongoing customer relationshipsFluent and professional communication skills (verbal, written, and presentation) in English. Additional European languages beneficialProficiency with Office productivity and CRM software.Readiness to travel up to 25% annually.Communication/NegotiationBecome a trusted advisor to our clients.Establish regular communication cadence with internal and external key stakeholders including C-suite.Coordinate activities throughout client lifecycle including ongoing education, services, and operational delivery objectives.Experience negotiating high value, multi-year agreements.Problem SolvingEducate clients on the offering strategy and roadmap and provide advice on how to best leverage the offering based on understanding of client needs.Solicits client feedback on solution and provides input to Services, Support, Development, Operations and Offering ManagementDrive Save action plans around at-risk accounts #J-18808-Ljbffr

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