Senior Customer Success Manager

Senior Customer Success Manager

Customer Success

London

Salary up to: £60,000

Job Ref: AF/PPVX/260219

The Company

eCommerce fulfilment and how this impacts consumers is a hot topic amongst online retailers.

This is one of the top three most important areas online retailers are looking to improve on and invest in as they seek to gain a competitive advantage. This is seen as a key area for delivering an exceptional customer experience.

We are working with a technology business who have been leading the way in the industry for almost a decade.

Their technology gives fast-growing e-commerce companies a strong platform to scale and have full control over their inventory management and fulfilment, and in turn, offer highly personal experiences that delight customers.

They support over 140 customers in 24 territories and are now looking to scale following a recent round of investment. The next two years are going to be hugely exciting as they develop multiple routes of expansion and launch new products.

They are now looking to ensure they have the right resource in place to manage this growth, and the priority is to build an exceptional Customer Success team.

We are delighted to be helping them find a superstar Senior CSM.

The Role

The Senior CSM will be the deputy to the CSD and you will play a crucial role in helping to shape the success of a new division.

Alongside your daily customer success responsibilities, we are looking for an individual who feels comfortable helping to coach and mentor new team members as the division expands.

Your main objective will be to deliver exceptional experiences and outcomes for your portfolio of eCommerce accounts that you will own from Go Live right the way through the Renewal process.

You’ll aim to become a subject matter experts within the industry and the technology being used. It’s expected you’ll become a superuser of the platform and utilise this to deliver great product adoption.

This is a great opportunity to work with a mix of new and established accounts, but have not had the level of CS support you would expect.

These are not problematic accounts; however, there is a real opportunity to deliver great growth by implementing a strong CS plan and QBR’s with key stakeholders.

The Person

We are looking for 3-5 years of experience in a Customer Success role with complex SaaS products.

Ideally, this should be with eCommerce related technology, WMS or ERP.

The technology is simple and easy to use for customers; however, the problems it solves relates to large scale operational challenges for eCommerce companies and how this impacts consumer customers.

You’ll need to comfortable and credible when communicating with business owners and c-level executives.

We are looking for a highly competent CS professional who loves the industry and has a strong grasp of the different drivers that exist within customer success teams.

This is a new division and your experience will be invaluable in helping to shape the future direction of the global team.

In turn, there is a great opportunity to grow with a company in a hot space with strong and clear growth plans expected over the next two years.

For more information
contact Alan Fecamp

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