Our client is a peer-to-peer skills and knowledge transfer platform with over 500,000 users across the globe.
Their enterprise level SaaS platform allows employees to create intuitive interactive visual content that enables technical skills to be quickly transferred across multiple work locations, quickly, thus drastically improving productivity within specialist teams.
Their tech is unique and has been widely adopted by many major brands amongst the Fortune 500.
Their success since being established has led to significant interest from investors, and series B has just been secured to support further growth with the opening of new International offices.
We are looking for a native English speaking enterprise Customer Success Manager to build, maintain, and grow strategic relationships with a fantastic customer base.
You will establish methods and practices to guide customers on how to use the SaaS platform to maximise business value. This includes providing guidance and leadership through the on-boarding and recording process.
Acting as a trusted advisor, you will understand the customers’ business objectives to guide them from concept to execution. You will facilitate workshop sessions at all levels, identify best content practices and actual usage of the platform and clearly communicate recommendations to enable the customer to share more intelligence and provide improved training to their teams.
As the primary advocate for your customers, you will also work closely with the engineering team to assure that customer feedback is being incorporated into development decisions, thus ensuring greater overall product adoption and driving greater business value and satisfaction.
This position requires a blend of marketing, consulting, and a coaching mind set. The ideal candidate will be able to lead clients through a methodology that optimizes usage and intelligence sharing and advances our client’s business objectives.
The ultimate goal is to help clients formulate their usage strategy and achieve their own independent use of the platform through effective and scalable training. Your ability to build relationships at multiple levels and explain concepts simply, and in a highly engaging manner will be key to your success. Ultimately, your goal is to contribute to the high rate of subscription renewals across the customer base by delivering exceptional service whilst identifying opportunities to expand client relationships and drive contract renewals.
This is not a heavy revenue focused CS role, so we are looking for experience driving high levels of customer engagement rather than sales numbers.
For more information
contact Alan Fecamp