Senior Customer Success Manager

Responsibilities

• Deliver our objective of 100%+ net revenue retention as well as customer referrals for new business.
• Use a range of data reporting tools to evaluate, measure and analyse performance, and spot trends, risks, and opportunities.
• Oversee the customer success team. Forecast and track account metrics with a high degree of accuracy and deliver revenue targets each quarter.
• Directly and indirectly build solid and profitable relationships with your clients and their employees through world-class customer service, relationship building, client entertainment and networking.
• Travel to meet clients face to face.
• Negotiate contracts agreements in a timely and profitable manner.
• Develop trusted advisor relationships with key accounts, customer stakeholders and senior management teams.
• Champion the benefits of cognitive profiling and learning support strategies throughout the client business and senior management teams.
• Generate interest from clients for incremental sales from existing and other company products and services.
• Produce and deliver winning proposals and presentations.
• Objection handling
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.
• Support on the acquisition of case-studies and testimonial feedback including video media/filming, surveys, and face to face interviews.
• Collaborate with the Sales Team to identify and grow opportunities within territory.
• Assist with challenging client requests or issue escalations as needed.
• Work closely with the software development team to scope priorities based on client demand.
• Act as the eyes and ears of the business spotting risks and opportunities through probing conversations.

Required Skills & Experience

• Experience of the EdTech/ HRTech/ LMSTech sector preferable but not mandatory, with passion about the professional development or education industry and the role of cognition in deliver employee/ learner achievement.
• Strong use of data and analytics to drive informed decision making.
• Demonstrable communication and relationship development skills via video and teleconference or face to face and the ability to communicate, present and influence key stakeholders at all levels of an organisation.
• Organised, hardworking, and willing to build your career through success with clients.
• A quick learner and the ability to work and think clearly when under pressure.
• Proven work experience as a Customer Success Manager within a SaaS business
• Solid experience with CRM software (e.g. Salesforce or HubSpot) and MS Office (particularly MS Excel experience of building pivot tables and other intermedia features).
• Experience delivering client-focused solutions to customer needs and challenging customers where necessary.
• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail.
• Excellent listening, negotiation, and presentation abilities.

Key Competencies

• Able to intelligently use data to inform and develop action plans

• Strong verbal and written communication skills.

• Customer focused, curious, and hungry for results.
• Excellent interpersonal skills.
• Self-motivated and determined.

• The ability to innovate and take initiative.
• The ability to multi-task and work to deadlines.

Qualifications

• Qualification in Customer Service/Client Relations or in a related field from a recognised institution.
• Bachelor’s degree or equivalent desirable but not essential.