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Customer Success Manager - Birmingham & Midlands

£70k - Technology - Sales
Ref: 4885 Date Posted: Monday 17 Jul 2017
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My client is a global leader in the design, development, implementation and support of environmental software and solutions. Operating in over 10,000 vehicles at over 2,000 sites across the UK, France, Benelux, Germany, Ireland, Nordics and North America.

The “end to end” solution offering brings a modular, feature-rich software suite and combines it with on-vehicle technology; RFID. To support the continued growth of the business, they currently have a requirement for a Customer Success Manager in their Banbury office.

Job Description

The Customer Success Manager will:

  • Serve as the primary post-sales point-of-contact for their portfolio of enterprise customers
  • Proactively work directly with medium to large enterprise business customers, interacting with various levels of management ranging from Directors to C-level executives
  • Partner with Sales to ensure prospective customers have full awareness of the Customer Success program and the competitive differentiators
  • Partner with customers to establish clear business goals, timelines, priorities and metrics of success
  • Develop and maintain a deep understanding of customers’ business drivers, and steer program activities to align with those initiatives
  • Ensure a successful on-boarding and solution rollout plan among new customers
  • Develop a targeted training plan, based upon customer-specific business objectives
  • Lead trainings for customer teams (webinar and in-person), highlighting key features and functionality
  • Partner with marketing to develop training programs and collateral to support end-user training needs, and identify customer advocates to develop a targeted adoption plan, based on opportunities to increase user adoption and engagement
  • Proactively identify customer health risks, and effectively leverage internal teams to mitigate non-renewal (churn) risk
  • Analyze and monitor customer data to draw insights with the goal of communicating those findings to customers in order to modify user behavior and increase user productivity
  • Develop and conduct Quarterly Business Reviews (QBRs) to assess progress against goals, assess opportunities for improvement, assess impact of user productivity
  • Partner with sales to identify renewal, expansion and up-sell opportunities in the post-sales cycle
  • Act as a liaison between internal teams to ensure high-priority customer needs are being met; coordinating with sales, marketing, product, support and engineering teams to escalate high-impact customer needs
  • Ability to effectively manage customer expectations and create realistic expectations

Success Criteria

  • Proactive, positive, self-starter with a passion for continually improving the processes around you
  • Strong commitment to ensuring customers’ business objectives are achieved
  • Ability to manage ambiguity and operate effectively, even when things are not defined or the way forward is not certain –makes sound decisions, even in the absence of complete information
  • Ensures accountability – holding self (and others) accountable to meet commitments
  • Ability to successfully plan and prioritize work to meet objectives aligned with organizational goals
  • Ability to analyse customer usage data and develop recommendations based upon data insights
  • Ability to prioritize customer needs and elevate the issues that will have the most impact on customer satisfaction, retention and growth
  • Adapts approach and demeanour to match the shifting demands of different situations
  • Possesses a strategic mind-set –able to focus on the bigger picture and not get mired in the day-to-day details
  • Ability to develop and deliver communications that convey a clear understanding of the unique needs of the different audiences
  • Ability to work in a team-based, collaborative environment
  • Excellent presentation and meeting facilitation skills

Requirements

  • Degree in business or IT related discipline or minimum of seven years equivalent experience of advanced IT applications
  • 6+ years of enterprise software or SaaS account management / customer success management experience with a demonstrated track record of success (preferably in ERP systems)
  • Outstanding communication skills with everyone from end users to C-level executives
  • Passionate about customer success and making life simpler with technology
  • Ability to demonstrate the business benefits of a technical solution
  • Understanding of complex logistics operations and how software solutions will deliver a high return on investment is a distinct advantage
  • Enabled sales cycles in competitive markets