Senior Customer Success Manager

Job Description

We are looking to recruit a Senior Customer Success Manager who can accelerate the continued growth of the organisation through training and proactive management of key accounts and team mebers. We are looking for an individual who can leadinitiatives, have strong communication skills, and has a proven record for successful account management of strategic accounts.Our client is a fast-growing, innovative SaaS business with a great culture and opportunities for progression. Offering a competitive salary, employee benefits and flexible working hours and remote working.The role:

• Manage and retain high risk, high potential, high value accounts to achieve successful outcomes
• Nurturing new pilot account customers and users to ensure successful conversion to full plan
• Managing your accounts to include:
  • Running the kick off call with the customer, agreeing and consulting with them on the right technical set up for their organization
  • Identify and manage success criteria & risks
  • Running customer training/workshop sessions from Train the Trainer to Lunch and Learns (virtually and face to face)
  • Monitoring usage of all accounts and reporting progress to customer at agreed intervals
  • Running account review meetings at agreed intervals
  • Responsible for account renewal, expansion and maintain/growing relationships with key customer stakeholders, working with internal departments where required
  • Liaise internally on progress of pilot accounts and renewal conversations where required
• Drive the expansion and increase accounts
• Supporting/mentoring/coaching other members of the team in developing their presentation and account management skills.
• Being a trusted advisor to your customers
• Supporting product demo & pre-sales nurture leading the Customer Success aspects
• Supporting with proposal/tender response for Customer Success aspects
• Assist in first line support of all customers via various support channels
• Keep company systems up to date with all required information
• Lead and develop new Customer Success initiatives helping us meet our objectives
• Lead in the preparation of information and analysis for company meetings
• Assist, plan and drive marketing and product initiatives - planning, research, interviews, gathering customer stories and contribute on social media
• Gather and pro-actively sent feedback to the Product team from customers
• Researching, preparing, attending & supporting the technical running of marketing events (virtually and face to face)
• Presenting at marketing events, webinars and client pitches (virtually and face to face)
• Lead in displaying the company values through actions and behaviour.
• Potential to line management, if there is a business need.

What were looking for:

• B2B SaaS/Software Customer Success expertise
• Be a respected leader in their area
• To be a great team player, confident and great with people
• To be able to intelligently question and consult with professionals of all levels
• To be HIGHLY motivated
• Excellent communication skills - both written and verbal
• To have great problem-solving skills
• Tech and social media savvy
• Strong commercially experience

Benefits:

• Competitive salary + commission (based on performance KPIs - paid quarterly)
• Flexible working hours & remote working
• 25 days holiday + bank holidays + your birthday off!
• Thorough training and continual coaching and development
• Company smartphone and laptop
• Free parking
• Company social activities
• Contributory Pension Scheme
• Gym membership contribution
• Bike to work scheme
• Private medical insurance

Interested APPLY NOW!If you are interested in this vacancy and you feel that you have the right skill set please apply now and one of our friendly team will contact you to talk through the vacancy in more detail.We endeavour to contact every applicant; however, due to the number of applications we receive please be advised that if you havent heard from us within 3-5 days please assume your application was not successful on this occasion.Thank you for your interest.

Keyskills :
Account ManagementRelationship ManagementTrainingCustomer SuccessNurture