Job Description

Senior Product Customer Success Manager

Region: US, UK

Location: Remote

Reports To: Manager, Product Customer Success

The Customer Success Team

With a presence in the USA, UK and Philippines, the Customer Success Team manages clients across North America and Europe, with the expectation of adding further clients in the APAC region. It ensures clients gain and exceed the expected business benefits from their existing contract and creates a service environment where contract renewal naturally occurs and contract expansion can be easily achieved.

Role Purpose

Ensure client accounts are well managed and growing by improving KPIs and customer benefits, increasing embeddedness, and seeking opportunities for new journeys. In addition, this role supports the Manager, Customer Success by training and coaching the more junior and newer team members to increase team skills, together with providing day-to-day direction and support to CSMs for clients within their portfolio.

Key Responsibilities

• Manage multiple accounts/workstreams in a small portfolio.

• Deliver complex technical integrations and projects.

• Understand clients’ contracts and interpret these to create win-win outcomes and avoid issues.

• Maintain a strategic success plan for each client, building on their business drivers.

• Develop operational client stakeholder relationships, becoming a partner and trusted advisor.

• Help customers understand and adopt relevant CE features and functionality.

• Construct and validate business cases.

• Deliver quarterly business reviews internally and to clients.

• Monitor and effectively communicate metrics, performance and value.

• Coach and train CSMs.

• Quality assurance of CSM deliverables.

• Assist CSMs with client escalations, acting as the first escalation point.

• Partner with sales, professional services, and technology teams.

• Identify and communicate growth opportunities.

• Provide technical, customer experience, security and project delivery guidance.

Experience and Skills

• Undergraduate degree

• Proven experience in client account/relationship management, or customer success

• Proven experience in technical and customer-facing project delivery, including API integrations

• Management of programs or multi-threaded projects

• Experience in account renewals/upsells/cross-sells

• Significant experience in business analysis and creating business requirements

• Strong commercial awareness

• Creation of business cases for initiatives and projects and ‘selling’ those to stakeholders

• Significant experience in data analysis using Excel or other tools

• Great verbal and written communication skills

• Experience of working in/with large corporates, navigating/managing processesNICE to have

• Postgraduate degree in a technical or business subject

• Project mgt qualification

• Experience in data analysis using advanced tools

• Fluency in another language

Attributes

• Team builder

• High EQ, with the ability to quickly connect with others and adapt communication styles

• Takes accountability and ownership

• Drives continuous improvement

• Participates actively in meetings and team communications

• Generates ideas

• Proactively offers help

• Future-focused

• Solution-based thinking

• Able to articulate technical information clearly and simply

• A curious and questioning approach

• Able to easily context switch and multitask

• Able to operate under time and stakeholder pressure #LI-Remote