Customer Success Manager

Job Description

Customer Success ManagerLondon£38,000 - £41,000 + Bonus & BenefitsMy client are a global leader in AI, Machine Learning and Cyber Technology with over 1,400 members of staff worldwide. Due to ongoing growth, we now require a passionate and dedicated Customer Success Manager to join the team in the London office. The successfulcandidate will be able to speak fluent English as well as another language such as French, Spanish, German, Italian, Swedish or Dutch.The successful candidate will join a cutting edge technology business with leading machine learning and mathematical software within the cyber-security industry.This is an excellent opportunity to join a fast-growing company that was recently named one of Fast Companys 50 Worlds Most Innovative Companies.They are currently expanding its Customer Success team, which will provide the successful candidate an opportunity to gain valuable experience in the rapidly evolving cyber security industry. You do not need any prior knowledge, just a notable enthusiasmfor customer success and willingness to learn.This role is open to those with 1 to 5 years of professional experience. As a Customer Success Manager, you will be responsible and dedicated to a selected major clients across EMEA (Approx 50) on long-term projects. You will be charged with uncovering signsof engagement (or disengagement) through targeted conversations, with a focus on understanding how a customer is using the company platform. Issues will be identified and resolved, and if unable to advance the issue, you will escalate to other members of theCustomer Success team.You should have a passion to learn about cyber security and AI, while always wanting to deliver the best service to our customers. For more information on our product and company, please consult our website.Key Duties & Responsibilities of the role:

• Connect via voice or video with a pool of customers, and probe for signs of engagement.
• Share latest company innovation and drive further use and adoption of the company platform.
• Respond to customer questions and queries and escalate to others within the team if you are unable to resolve.
• Work closely with Customer Marketing to define and develop content for our customers, based on your outreach findings.
• Provide feedback to our R&D organization on features and functionality that would benefit your customer population.
• Have excellent organizational and communication skills. Maintain the CRM platform with current account intelligence derived from customer communications.

For this role you need to be tenacious, driven and have the following skill set:

• Minimum 2.1 from a leading University
• Be fluent in English as well as either German, French, Italian, Spanish, Dutch, Portuguese or Swedish.
• 1 to 5 years experience in a role that encompasses Customer Operations, Customer Success, Technical Account Management, Client Service or Business Development
• Ability to manage in complex and crisis situations in a confident and calm manner
• Able to effectively communicate with senior business professionals across every industry vertical
• Familiarity with enterprise networking technology
• Strong and confident presentation skills
• Strong time management skills, self-motivation and to be goal-orientated at all times