Solution Customer Success Manager

Overview

Our client, a multinational cloud-based software company, is seeking a Customer Success Manager to join their team for a period of 12 months. You will work in a data centric, dynamic engagement role to help customers understand how products and solutions work helping to achieve the Customer Success mission of “accelerating value for our customers.” This will be achieved by using a combination of success programs and high touch services. 

The role

This is a hybrid role working 35 hours per week. You can expect to receive an hourly rate of up to £31.20 PAYE.

Responsibilities: 

• Deliver an exceptional customer experience with proactive communication, applying the right internal resources, and optimally using the customer engagement model to meet customer business goals.

• Build joint customer success plans based on data analysis and utilization of scaled success programs.

• Act as the main point of contact throughout the dynamic engagement, defining a success plan with clear outcomes and ensures clear communication across Customer executives, business partners and operational resources.

• Monitor customer engagements relevant to defined success metrics.

• Ensure customers employ best practices for maximum value.

• Triage adoption and risk needs across the portfolio of customers, managing expectations both internally and externally.

• Actively identify common customer challenges and suggest better solutions.

• Serve as the voice of your customers internally– sharing process improvements and asking with the internal ecosystem.

• Act as a customer’s trusted advisor and partner.

• You will test playbooks and program ideas and monitor results based on defined customer metrics.

About you

You will have/be able to demonstrate: 

• Strong Customer Success experience in Software as a Service, Digital Marketing.

• Solid understanding of Content and Commerce industry best practices.

• Passion for driving customer success and measurable outcomes.

• Ability to understand and analyze data to spot customer risk.

• Ability to prioritize, multi-task, and perform effectively under situations with multiple competing priorities.

• Exceptional organizational, presentation, and communication skills, both verbal and written.

• Existing knowledge of software in digital marketing and/or content and commerce space.

• Demonstrate passion for the role, energy, curiosity, and enthusiasm to achieve results.

Due to the high volume of applicants, only shortlisted candidates will be contacted about next steps.