Customer Success Manager

As a key member of the CS team, you will own the relationships with your assigned accounts and ensure the customer appreciates the value of the solution as soon as possible. You will be tasked with identifying opportunities for value-added services to contribute to the companies’ revenue growth through renewal & upsells. On a day-to-day basis you will create & drive strategic account plans (using project management platform), provide training, mentoring and manage customers to make full use of our platform to drive feature adoption and increased profitability. You will become a platform expert.

RESPONSIBILITIES

• Establish goals & milestones that you and the client will be working towards.
• Be super organised and driven to get the best results for your customers.
• Analyse & optimise large product data sets to deliver the very best outward facing product data.
•  Manage a portfolio of ecommerce retail clients and provide a high level of consultation for all strategic client goals.
•  Focus on client retention to Minimize customer churn.
• Provide clients with training, mentoring, educational resources and best practices.
• Handle & resolve everyday customer request/queries, managing priority for service teams.
• Drive value by encouraging feature adoption and create advocates amongst your client base.
• Manage renewals, upsells, expansions and billing queries.
• Be an IR product specialist.
• Understand Data integration into our platform and others, quickly picking up detailed technical information.
• Work in conjunction with channel partners (Google, Facebook etc) & 3rd party software providers (Ecommerce platforms and marketplaces)
• Conduct customer Quarterly Business Reviews (QBRs), and coordinate across multiple work teams to maintain customer momentum.

MUST HAVE SKILLS

• 2 years+ experience managing & growing relationships with customers in a technical environment, ideally digital marketing/ecommerce
• Work as part of a cross-functional team with a strategic & problem-solving mindset
• Be able to set/manage customer expectations using clear, concise accurate communication via all methods
• Demonstrable relationship building/client management experience
• Strong Time management skills
• Quick learner with a technical Aptitude
• Effective project management skills
• Methodical when completing internal records, e.g. on CRM

COMPANY BENEFITS

• Pension scheme • Share options scheme • Vitality healthcare • Gym membership discount • Cycle to work program • Company organised social events

• Working from home/ Flexibility to work remotely • Lovely open plan office environment for when we are allowed to travel in (+ 4pm Friday drinks, unlimited coffee, free brekkie/fruit etc)

• Company Laptop (we use MS Teams so all nice and easy to work anywhere)

We regret only successful applicants will be contacted.