Vacancies

Senior Customer Success Manager

Senior Customer Success Manager, London

Salary £75,000 to £100,000 p.a. – no commission (bonus available, OTE £120,000 p.a.)

Our client is a platform created to link companies with their workers in a forum.  The company has a customer base of millions worldwide. 

They are looking for an individual with good knowledge of SaaS sales, enterprise software implementation experience and good account management skills to manage customers and implementations across Europe with the potential to become a team manager in the future.

You will own and lead new business customer engagements to implement their unique SaaS solution and build strong long term relationships with global customers working from their London office.  You will also play a critical role in maintaining and expanding the business in EMEA and also be involved in supporting marketing efforts and business development in order to grow the company’s market presence.   The ability to work in a fast paced environment essential as is an entrepreneurial flair for customer engagement.

Responsibilities

  • Own and lead multiple, simultaneous customer engagements throughout the customer lifecycle to implement and grow  the company’s SaaS solution and Partner APIs.
  • Use a consultative approach to facilitate enterprise-wide deployments of the platform across your customer base.
  • Use project management best practices to manage day-to-day team activities to support key accounts. 
  • Oversee completion of deliverables by managing schedules, meeting milestones, and ensuring technical success.
  • Establish an account strategy to meet the customer’s organizational business objectives and drive account growth and retention. 
  • Identify opportunities for use cases, integrations, and platform expansion.
  • Drive the account strategy by coordinating between internal and customer teams to build business cases for broader use of the platform, managing technical implementation projects, and demonstrating ROI.
  • Develop strong customer relationships in order to become a trusted advisor for customers’ executives and other stakeholders.
  • Gather functional and business requirements from customer and translate into a functional solution design, based on the customer needs and scope of products/services.
  • Help Sales, Customer Success and Account Management develop SOWs and identify areas of solution expansion and professional services; Identify, scope and deliver customer upsell opportunities.
  • Support the EMEA Sales Team with late-stage sales opportunities as needed, by helping with marketing events, attending meetings, and acting as a trusted advisor to soon-to-be customers.
  • Provide both engagement and technical leadership to the customer.
  • Provide business acumen for customers and strive to understand the business problem we are solving in order to best configure the solution and exceed customer expectations.
  • Deliver product enablement and guidance to customers to ensure that they get the full value from all components of the platform,
  • Collaborate with other departments in the company to achieve customer satisfaction and resolve issues in a timely fashion.
  • Work with product management and engineering to channel customer feedback and solutions into future releases of the product suite.

Qualifications

  • BA/BSc degree (essential), MA/MSc (ideal)
  • 6-10 years + system implementation, SI consulting, change management or communications experience as a consultant, senior consultant, strategic advisor and/or engagement manager (essential)
  • Demonstrated ability to manage individual and engagement-wide scope of work
  • Demonstrated customer relationship, communication and presentation skills
  • Strong project management skills and proven ability to execute against a defined methodology and deliver projects within scope, budget, and timeline
  • Strong analytical and problem solving skills
  • Strong data analysis/data manipulations skills
  • Ability to lead customer training, design and knowledge transfer sessions both remote and on-site
  • Proven track record of meeting with senior management and executives as the subject matter expert
  • Proven track record of partnering with Sales in business development, including closing revenue opportunities
  • High level knowledge of enterprise IT organizational, business, and technical environments

Must be willing to travel up to 30%, often on short notice, throughout Europe and the US

Salary: £100,000 p.a.

Location: London

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