Job description. Customer Success Manager

Transcription

1 Job description Customer Success Manager Main Purpose of Job Reporting to the Head of Customer Success, the Customer Success Manager (CSM) will support the post-sales customer lifecycle as it relates to customer adoption, on-going support, programme optimization and expansion. CSMs are the main interface for all programme-related inquiries and build relationships with all relevant stakeholders as trusted advisor. They are responsible for customer retention and the prevention of churn across our Customer base. The CSM must have a strong understanding of our Customers business objectives and the ability to identify and articulate how our solution supports achievement of the Customers strategic business goals. The CSM manages the customer experience across our Customer base, meeting agreed retention and usage targets. The CSM is responsible for understanding the health of our customers, ensuring they grow into Rant & Rave advocates. Key Responsibilities and Accountabilities 1.1 Drive adoption of Rant & Rave programme within assigned accounts through continuous increase in value leading to renewal and potential for new business Work with the Pre-sales, Project and Sales Teams to facilitate a seamless Customer on-boarding process, ensuring a smooth go live and introduction for the Customer from the outset. Work with customers to design their Customer Experience programmes aligned with Rant & Rave philosophy and product capability whilst ensuring tailored to our Customers business objectives and strategy so that the programme provides continued value to the Customer and drive long-term account satisfaction and growth. Support Account Manager s with customer renewals, proactively identifying and prioritising resources and effort according to perceived risk, potential growth, strategic value and renewal timeframe. Closely monitor adoption rates of assigned Accounts; providing insight to Customers. Feed this back to the Sales and Marketing Teams.

2 Work collaboratively with the Marketing team to build Customer testimonials and referrals. Create and contribute to Thought Leadership content and proactively seek opportunities to educate across the business on industry knowledge and customer best practice. Anticipate Customers requirements and possible challenges - make our customers successful! Promote the Company s services (enhancements / updates / new initiatives / maintenance) through the relationships you have nurtured within the Accounts. Identify potential issues within the Accounts and work with the wider business to take timely and effective action to resolve them. Contribute to the development of company goals, growth and profitability targets by being an active member of the Rant & Rave team and culture. 1.2 Knowledge and Experience Track record of driving customer success and aligning within complex customer environments at executive and department levels. Ability to understand customer requirements, develop and guide their thinking to identify financial measures of success, designing a Cx programme to meet them and ongoing plan to increase value over time. Data-driven with a commitment to process; drive / track consistent engagement process. Ability to work in a fast-paced, entrepreneurial, results-oriented culture. Previous experience with an annual subscription sales model preferred. Excellent interpersonal skills. Creative thinker with the ability to troubleshoot issues quickly and effectively. Excellent written and verbal communication skills. Strong presentation skills. Extremely well-organized and analytical with an ability to work well under pressure. Strong team player as well as a proactive individual contributor. Ability to grasp basic technical concepts. 1.3 Competencies Relationship Building The ability and willingness to develop and exploit a range of productive relationships both inside and outside the team. Analysis The ability to gather relevant information, notice relationships between different pieces of information, reason from cause to effect and generate effective solutions to practical problems. Customer Orientation The ability to recognise both internal and external customers and the willingness to co-operate with them fully to help them achieve their objectives.

3 Business Awareness An understanding of the processes and issues relevant to one s job. This ranges from job knowledge to an appreciation of complex internal and external business issues and trends. Organising Work the ability to marshal and manage resources (people, funding, materials and support) to achieve a project or task. Able to manage own time efficiently and to handle multiple activities in parallel to accomplish the goals. Communication The ability to speak and write to be clearly understood by others using appropriate language, vocabulary and style. Creativity The ability and willingness to generate new ideas and to recognise and build upon those of others. Achievement Orientation The determination to set oneself and meet high standards, exceeding norms and expectations. 1.4 Adopt best practice in line with Rant & Rave methodologies and processes Ensure SalesForce.com account information is comprehensive and up to date at all times. Provide input to and support development of Account Plans for all high value target accounts in conjunction with Account Managers. Complete Programme Reviews for all focus deals with clear execution strategies. Complete and regularly maintain Health Scorecard for all assigned accounts. Participate in Deal Reviews as required and own the programme value element. Actively seek the participation of senior managers, Subject Matter Experts and appropriate Rant & Rave expertise as necessary to support Programme Reviews. Obtain all necessary sign-offs for Change Requests before communicating these to the customer. 1.5 Develop and utilize internal and external relationships to deliver programme value to customers Develop and maintain excellent working relationships with internal suppliers including Sales, Pre Sales, Professional Services, R&D, Marketing and Finance ensuring open communication and timely requests for information and / or support. Provide opportunity information to enable commercial prioritization of roadmap modifications and resource requests using the Change Request Process. Identify any issues impacting the value that customers are realizing from their Rant & Rave solution and determine next steps to resolve. 1.6 Commit to being an active member of the team and to ongoing personnel and professional development Keep up to date with technological and market developments in the industry. Attend training and actively seek to continually enhance understanding of Rant & Rave products and value proposition. Attend marketing events, team meetings, kick off meetings and functions as required.

4 Adhere to all Rant & Rave processes and policies and maintain customer confidentiality. Ensure Rant & Rave brand and corporate values are evident to the customer at all times. Understand and adhere to the Rant & Rave Vision and our Values. Specialist Knowledge Technical Customers Partners Experience Contracts People Languages Knowledge Deep knowledge of the customer experience market, business and technical trends. Knowledge of the country / regulatory requirements within territory that require Rant & Rave compliance and competition. Knowledge and experience of selling integrated SaaS software applications into Enterprise and SME organisations including Rant & Rave product and solutions. Solid understanding of the Customer Experience market including industry standards such as NPS, CSAT and Ease metrics. Ability to work with customers, partners and Rant & Rave personnel at all levels from CxO downwards establishing credibility and building trusted status. Ability to engage and quickly establish strong working relationships with partners. Senior level experience as part of an organization in the SaaS solutions market. Past technical experience preferred. Knowledge of Rand & Rave standard terms and conditions. Knowledge of different roles and skills held within organization. Languages useful especially European and American. Problem Solving & Decision Making Resource Conflicts Escalations Negotiation Working with affected parties, ability to understand business priorities and activities to resolve conflicting demands for the same resources. Ability to resolve programme-related escalations from customers. Commercial awareness to identify new business opportunities and when to engage an Account Manager to progress.

5 Contacts Contact Senior Customer Mgmt Senior Rant & Rave Mgmt Rant & Rave Functions Work at all levels of senior customer management including CxOs and their respective organizations. Work at all levels of senior management including Board members, CxOs, VPs and their teams for operational and customer activities. Work across Rant & Rave organization at all levels. General Travel Willing to travel over 50% of the time within the UK and by exception abroad. Attendance at Coventry office when not travelling. Additional Specifications / Comments This job description is not intended to be an exhaustive list of duties to be performed by the employee. This job description may be altered to reflect the business needs of the Company. Could you be the one for us? Whether you're ready to join us or would just like a little more information, our team are always on hand to help. us at ravecareers@rantandrave.com