Customer Success

JOB TITLE: Customer Success

LOCATION: London, United Kingdom

PACKAGE: £55,000.00 Base + 10%, plus Healthcare and Pension

Company Information:

My client is an online video platform that provides businesses and universities with an industry-leading video content management system, along with integrated tools for creating online presentations, recording screencasts, lecture capture and more.

Key Experience Required:

• A university-level education Ideally educated to University level


• 3+ years’ experience working in an account management or customer success role ideally in a technology organisation


• Interest in, and aptitude for using technology including software a definite advantage


• Fluency in English, German and French


• Account Management:

• Manages sales accounts in a manner that ensures that customer needs are understood and met.


• Builds relationships with key decision makers while showing respect for each and every person in a customer organisation


• Expands sales within existing accounts and keeps track of account activities in order to respond to a new developments and changes

Advocate for Project:?

• Communicates with others in a way the raise visibility for, and interest in, products and projects


• Ensure that the benefits of programs and projects are clearly understood and that they are received with enthusiasm and high expectations

Analytical Thinking:

• Someone that breaks down problems and issues into sub-components and then assesses the costs, benefits and risks of various options prior to selecting a particular approach

Communication

• Can communicate effectively and appropriately


• Uses good judgement as to what to communicate to whom as well as the best way to get that accomplished


• Speaks in a clear and credible manner, selecting the right tone for the situation and audience


• Listens to others and allows them to make their point

Building Trust:

• Builds and maintains trust with members of his or her team, as well as with stakeholders outside the team


• Accomplishes this through open and honest communications and by following through on all made


• Has earned the respect of team members and other stakeholders

• French and German Speaking

Role Information:

• Own successful on-boarding of new customers including delivering new customer product training


• Take responsibility for understanding the goals/use cases of each customer and ensuring that any milestones/deliverables are met


• React to all account at-risk alerts and escalates as needed


• Track all work in Salesforce including cases and logged activity


• Proactively reach out to all assigned accounts based on CSA service level schedule


• Track customer adoption through health score and assist as needed


• Identify the most pressing feature requests, integrations, configurations, or other obstacles that are preventing customers from being successful with my client


• Identify new reference accounts for both prospects and marketing opportunities


• Work with Sales people to help maintain my clients above average customer renewal rate as well as increasing adoption to increase the likelihood of an upsell


• Travel throughout assigned territory as required