Customer Success Specialist - London, United Kingdom - Sedna
Description
Powered by AI and integrations with other systems, Sedna reduces manual work, processes high volumes of messages with ease and exposes key context buried in inboxes.
We empower teams to make better decisions and work quickly towards commercial success.
Backed by $86mn in publicly disclosed funding rounds led by INSIGHT Partners, we have over 10k users from 200 companies in over 90 countries.
it's our people that makes it happen.
We are a growing business looking for talented people to join us on our mission to make trade go faster.
The Role:
The Customer Success Specialist is responsible for engaging with our customers to improve the customer experience, support best practices with SEDNA, and enable customer growth over time.
You will own a portfolio of customers as well as supporting the broader Customer Success Management team with the SEDNA customer base to ensure we deliver value and cultivate customer loyalty.
You will be joining a team of experienced Customer Success Managers to help develop efficient and effective processes that deliver on our mission to delight our customers across the customer lifecycle.
How will your day look?
- Manage the relationship with a set of customers, with a focus on increasing adoption, ensuring retention, and championing customer satisfaction through coordination of all customerrelated actions (projects, bugs, tickets).
- Manage product adoption and oversee ongoing customer training related to new releases and relevant features.
- Maintain a detailed understanding of customer activity and maintain customer health metrics alongside behavioural trends.
- Act as a customer advocate internally and communicate learnings with key stakeholders.
- Drive accountability for teams internally on customerrelated tasks (e.g. product commitments and feature requests, ROI studies, bug fixes).
- Own the renewal timeline with a customer to manage any potential risk factors
- Identify opportunities for expansion and development and leading discussions with customers.
- Support customer in achieving goals and demonstrate maximum ROI
- Promote SEDNA brand to customers.
What do we need from you?
- Exceptional ability to communicate and foster positive business relationships.
- Strong understanding of customer needs and thoughts regarding the use of SEDNA, and the ability to troubleshoot efficiently.
- Multitasker with an ability to adapt and adjust priorities and work in a deadlinedriven environment.
- Accountability and strong organisational skills are essential.
- Technical awareness, as it relates to the use of the product or service, with an ability to communicate complex data and relay it to customers in a manageable, clear, and concise way.
- Experience working with brand image and promoting value through customer experience.
How do we look after our employees?
Flexible working hours
Competitive salary + equity
Private health care, including dental and optical
Learning and Development benefits
Access to 1000's of gyms via Gympass (including Frame, Barry's, Gymbox and more)
Premium membership to Headspace
Premium Strava account
Enhanced sick pay
Enhanced parental leave
Regular social activities and events
What you can expect from a typical hiring process with us
- 1st Stage Call Introduction to Sedna with Talent Acquisition
- 2nd Stage Meet your potential future manager
- 3rd Stage Panel Meet the wider team and show us what you're really made of You may have a task to prepare for this stage, if appropriate
- Final Stage
- Meet the department executive leading the team
- Reference Checks
- Offer
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