Customer Success Account Manager – CEM / CXM / CRM
Salary range: Base £40,000 – £55,000, OTE £30,000, Car Allowance
Solutions Sector: CRM, Customer Experience Management, CXM, CX, Voice of the Customer (VoC), Feedback Management, Response Management, multi-channel, messaging, Customer Interaction, Contact Centre
Based: National remit, home office located
Our client: A highly innovative and successful international software vendor. Headquartered in the USA, the company has an international client base and ambitions to develop further operations abroad. They have grown organically and through strategic acquisitions over the last several years and in FY to April 2019 they grew 53% in revenues alone – in a single year and now supporting 2,500 customers internationally.
Opportunity Summary: The Customer Success Account Manager is responsible for optimizing the post-sale customer relationship. The CSM serves as the primary point of contact for the customer and facilitates communication and collaboration of all delivery and support teams to ensure a smooth and positive customer experience. The CSAM works with a number of key customer accounts and serves as a trusted advisor with the focus of ensuring successful adoption of the our solutions, driving customer satisfaction, securing contract renewals and to pro-actively seek and complete opportunities to expand the use of the portfolio offerings.
Primary Responsibilities:
- Protect and ensure customers renew their contracts through ensuring customers are getting value and having an exceptional experience.
- Drive subscription renewals, expansion and cross sell bookings. This includes prospecting, opportunity identification, proposal development, estimates and commercial negotiations.
- New opportunity (growth) identification, hand over to account executive if required
- Own the overall customer experience across all of products in use by the customer.
- Maintain a highly collaborative, positive, & synergistic relationship with the customer and with internal teams to ensure quality solution delivery and support.
- Senior level relationship ownership and management. Understanding clients business and identifying opportunities for us to add value.
- Maintain a highly collaborative, positive, & synergistic relationship with the customer and with internal teams to ensure quality solution delivery and support.
- Provide leadership and insight into customer’s objectives, process and technology roadmaps.
- Responsible for leading and influencing the customer relationship at all levels of customer organization.
- Interface with professional services, product and support organizations to drive innovation, customer satisfaction and to improve the overall customer experience.
- Maintain records of client engagement activity, including renewals and expansion forecasting in the CRM, salesforce.com
Requirements:
- 5+ years relevant work experience in client-facing roles for technology companies
- 2+ years of experience in a SaaS/Cloud product company an advantage
- Strong preference for candidates with experience working in or collaborating with an enterprise sales function.
- Fanatical about driving success for your customers.
- Driven to build relationships and prospect broadly to identify new areas we can add value to.
- Numbers driven, confident at identifying new opportunities and drive sales opportunities.
- Excellent written and oral English language communication skills with all levels of the organization.
- Ability to work with, advise and influence C-level management.
- Innovative and assertive, with the ability to pick up new technologies and assess situations quickly.
- Creative problem solver and team player.
- Extremely proactive and values the ‘personal touch’ with customers.
- Comfortable with full quota responsibility.
- Ability to prioritize, multi-task, maintain planning rigor and perform effectively under pressure and during busy work cycles.
- Ability to travel 50%
Previous employment experience of at least one of these job roles: Sales, Account Management, Customer Experience or Customer Success or closely related function and working for a software, cloud, IT or Comms technology related vendor organisation are essential experience requirements for this role.
To apply please send your CV (as a Word attachment) to Justin Kelsey at Syntony (Search & Selection) Ltd
Syntony is an employment agency working on behalf of client organisations to recruit personnel. In submitting your application you are giving us permission to retain and process your personal details and to contact you via the phone and email details you provide. You can amend this consent at any time by email to gdpr@syntony.co.uk. For more information: syntony.co.uk/gdpr