Saas Account Manager - Durham, United Kingdom - Imperial Workforce

Imperial Workforce

Verified Company

Durham, United Kingdom

17 hours ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Imperial Recruitment Group are delighted to be recruiting for a fast-growing business who is an award-winning SaaS solution for fleet and driver risk management.

What is the purpose of the role?

As a Customer Success Manager, you will work with our clients' largest customers to ensure they receive value from their solution investment.

You will work with these accounts, drive progressive adoption, and value realization, and deliver an overall high-qualityexperience that results in increasing NPS and ultimately, strong retention.

You will learn about the customer's business goals and objectives so you can develop effective success plans that drive achievement of their goals and intended outcomes.

You will actas a trusted advisor building a consultative relationship with key stakeholders within your customer portfolio. You love understanding a product in depth and educating customers on how it can benefit their business.

Our client is currently experiencing an exciting phase of growth as they continue to expand business operations and reach new markets across the world.

Job Title:
Customer Success Manager

Location:
Durham,

Salary:
Competitive plus a very lucrative bonus structure

Employment Opportunity:
Permanent

Your duties are but not limited to:
Manage all strategic post-sales activity for customers through progressive adoption activities, relationship-building, product knowledge, planning and execution.

Maintain a deep understanding of our product portfolio and speak with customers about the most relevant features/functionality for their specific business needs.

Ensure that a plan is in place with each customer to drive positive outcomes and improve the time value is realized from our solutions

Increase customer retention by conducting regular check-in calls for tactical items and perform strategic business reviews, occasional travel to customer sites will be an essential part of the role, a company pool car is available to use

Seek out expansion, cross-sell, and up-sell opportunities through intimate knowledge of our customers' business, roadmap, strategies, initiatives, goals and articulate how our solutions can help them achieve their business outcomes

Monitor accounts to identify churn risk and work proactively with the broader account team to eliminate that risk and guide our customers to a successful renewal

Partner with our professional services team to engage with customer executives and line-of-business stakeholders.

Analyse usage patterns, KPI's and other methods to provide insight and that show the ROI achieved through the use of our solutions.

Develop strong relationships with Sales, Customer Care, E-Learning, Product Solutions and Operations to ensure alignment and partnerships to support sales thru services selling.

Be able to communicate technical concepts in business or technical terms and manage tier 1 support levels without needing to raise support tickets.

Partner with Customer Support to ensure appropriate knowledge transfer is conducted and to support the team when challenges arise.

Work closely with Product, Customer Care, Engineering on identification and tracking of enhancement requests and bugs.

Function as the "voice of the customer" and provide internal feedback on how we can better serve the business and the customers.

To be considered for this role you will have:
Prince2 or Degree would be preferable

Strong commercial understanding and experience in managing a P&L.

4+ years Prior CSM or account management experience

Strong communication skills and technical aptitude

Familiarity with Salesforce, CSM/CRM tools and other Software-as-a-Service is a plus

Self-motivated team player who has fresh ideas when it comes to user adoption and churn mitigation strategies

A real go-getter who takes the initiative to get things done

Enjoys working closely with customers to deliver value and outstanding experience

Self-motivated with the ability to own and drive initiatives to completion

Background in the Media & Entertainment industry and knowledge of tools used for music and video creation and production is a plus

Package Details:

Competitive salary + Performance Bonus
Further educational assistance
21 days paid holiday
Career Progression
Share options
Health Insurance
Pension Scheme

For more information on this opportunity or for a confidential conversation please contact Mehtab Sabir, Imperial Recruitment Group at our HQ in Darlington.
**Due to the high volume of applicants if you have not been contacted in 14 days, please assume you have been discarded from the process.